Case Study: NSW Department of Finance, Services and Innovation improves Fair Trading self-service with Deepend’s AI chatbot

NSW Department of Finance, Services and Innovation launches AI rental bond chatbot in 3 weeks with Deepend

The NSW Department of Finance, Services and Innovation sought to reduce pressure on its call centre and improve online self-service for its Fair Trading division. The vendor, Deepend, used IBM Watson to analyse three years of call data, identifying rental bond disagreements as a key opportunity to test an AI-powered chatbot solution.

Deepend designed and rapidly tested a chatbot prototype named Holly on Facebook Messenger, moving from concept to in-market testing in just three weeks. The solution achieved more than 85% positive user feedback, contributing to a more positive website experience and initiating a broader project with the goal of reducing call-centre demand.

NSW Department of Finance, Services and Innovation