Services Australia has begun testing machine learning technology to help clear its backlog of Centrelink debts deemed “no debt” and improve the customer experience, but says it is still a “long, long way off” rolling out the tool.
Officials from the welfare services agency revealed details of the early-stage trial conducted late last year at a Senate Estimates hearing on Thursday night, just hours after the existence of it and another fraud detection trial were made known.
Neither tool was used for decision-making, with the technology instead used to prompt staff, much like other agencies already using artificial intelligence in day-to-day operations.
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