Case Study: NSW Government improves the complaints experience with Today’s custom AI assistant

NSW Government reduces staff time answering basic questions with Today

The NSW Government partnered with Today to address the challenge citizens faced in lodging complaints due to the complexity of government structures. The objective was to develop a custom AI assistant that could simplify access to services and provide accurate, clear guidance without the risk of AI hallucinations.

Today implemented a Human-Centred AI solution using a Retrieval-Augmented Generation (RAG) architecture, powered by AWS Bedrock and Claude 3.5 Sonnet. This provided citizens with a natural language interface for personalised guidance while ensuring responses were accurate and sourced from a trusted knowledge base. The results for the NSW Government included reduced staff time spent on basic questions, transformed static information into contextual assistance, and fewer barriers for citizens forming complaints.

NSW Government