Revenue NSW has harnessed the use of artificial intelligence (AI) to add value to customer interactions. The agency guards against AI decisions that might be unethical or detrimental to our customers.
With the help of artificial intelligence, Revenue NSW is using a range of indicators to identify and support vulnerable customers early and helping to better target enforcement action for fines. By predicting a customer is vulnerable, the agency diverts identified customers away from some enforcement actions. It then can provide alternative resolution options such as Revenue NSW staff proactively contacting the customer to discuss participation in the work and development order program, debt write-off or other outreach programs.
As a result of this new AI model, 15,000 customers have been redirected away from bank garnishee enforcement in the last 12 months. Now fewer vulnerable customers may face a garnishee order during the debt recovery process. It has led to a significant reduction in both refund requests and inbound contacts from garnishee orders. Furthermore, this has led to an increase in efficiency and overall effectiveness of the process.