Transport for NSW (TfNSW) is embarking on an ambitious project to develop and trial an internal AI chatbot, set to be launched in 2025. The AI chatbot will be capable of handling complex, ambiguous, and open-ended questions, providing a valuable tool for improving internal operations. This initiative is part of TfNSW’s broader strategy to incorporate advanced AI technologies into its operations to streamline processes and enhance productivity.
The pilot version of the chatbot will focus on improving the speed and quality of document generation, a key task that can often be time-consuming and prone to inefficiencies. By automating and optimizing document creation, the chatbot aims to free up valuable employee time for more strategic tasks. Additionally, the AI-powered system will be capable of responding to a broad range of user queries, assisting staff with a variety of internal requests and providing real-time answers to questions that may otherwise require searching through multiple documents or internal resources.
Beyond these practical applications, the chatbot is expected to play an important role in digital assistance training. The system will offer personalized content recommendations, helping employees access relevant information tailored to their specific roles and tasks. By leveraging AI, TfNSW aims to enhance the training experience, enabling employees to quickly and efficiently learn the skills and knowledge they need. The chatbot will also be used as a tool for continuous learning, allowing staff to gain instant insights and guidance as they encounter challenges in their work.
The scope of the chatbot’s use during the trial phase will be confined to internal tasks. It will not be deployed for public-facing purposes, allowing the organization to test its capabilities and gather feedback in a controlled environment. The AI will utilize data sourced from various internal resources, including web pages, intranet content, internal project documents, supplier information, and external technical standards. This data will help train the chatbot to understand the specific context and language used within the organization, ensuring that it provides accurate and relevant responses.
During the trial, participants will be actively involved in reviewing the chatbot’s outputs. They will correct any inaccuracies, add additional information where necessary, and provide written instructions to further refine the AI’s responses. This iterative feedback process will be crucial in improving the chatbot’s functionality and ensuring it meets the needs of the organization.
This chatbot project is part of TfNSW’s larger AI strategy, which aims to progressively integrate AI across various aspects of the organization. Earlier this year, Sherrie Killiby, TfNSW’s executive director of strategy and engagement, outlined the organization’s first enterprise-wide technology strategy, which includes ambitious AI adoption milestones. By 2025, TfNSW plans to implement AI-driven competency and capability management platforms. By 2028, the organization aims to have AI-augmented workflows in place, further streamlining internal processes. The long-term vision, extending into 2033 and beyond, is to deploy personal virtual assistants for employees, making AI an integral part of the organization’s day-to-day operations.
TfNSW’s approach to AI adoption is focused on delivering tangible benefits to its employees and improving internal workflows, with a clear focus on innovation, efficiency, and workforce development. As the organization continues to explore the potential of generative AI, it is setting the stage for a more intelligent, data-driven future that will enable its employees to work more effectively and provide better services. The chatbot trial is just one step in TfNSW’s journey to harness the full potential of AI, and the insights gained will inform the broader integration of AI across the organization.