Services Australia ramped up its testing of automation and artificial intelligence last year in preparation for wider deployments aimed at cutting costs and improving services in 2025, despite incomplete assurance processes and legislative barriers.
The acceleration includes internal testing on virtual assistants, machine learning cybersecurity tools, automatically scanning staff medical certificates and using AI to flag potentially fraudulent disaster payment claims.
The rollout is being planned with communications tactics to publicly emphasise the “safeguards” the agency has put in place like the agency’s Automation and AI strategy and an assurance framework.
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