NBN Co is embedding AI and automation \u201cinto the fabric of [its] operations\u201d, with tools already live for design, support and knowledge access, and spending in the tens of millions.<\/p>\n
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CEO Ellie Sweeney detailed the company\u2019s investments to date as part of an annual results briefing, augmenting detail released in regulatory filings<\/a> late last month.<\/p>\n \u201cWe\u2019re embedding AI and automation into the fabric of our operations, as a powerful enabler of better outcomes for our people, our partners and our customers,\u201d Sweeney said.<\/p>\n The company has so far built a generative AI tool it calls \u201cAsk NBN\u201d that Sweeney said \u201cunlocks thousands of pages of technical documentation, making it easier for our teams to access the right information faster.\u201d<\/p>\n It has a second tool called \u2018Design AI\u2019 to transform how it plans and builds out its networks, \u201cenabling engineers to design with greater speed, greater accuracy and efficiency.\u201d<\/p>\n Additionally, Sweeney said, \u201cAI-powered support engines are transforming how retail service providers (RSPs) interact with NBN Co, by converting conversations into actionable outcomes, optimising API performance for automated processes, and streamlining access to key information such as our upcoming speed uplift program \u2018Accelerate Great\u2019.\u201d<\/p>\n AI tools are also being used by agents \u201cto automatically summarise details of chat interactions\u201d, and as part of a \u201cnew voice call centre solution\u2026 that\u2019s enhancing service and streamlining operations.\u201d<\/p>\n The company will next introduce AI-powered assistance into the way it schedules and manages appointments to attend premises.<\/p>\n \u201cWe\u2019re preparing to launch an AI-powered appointment assistant, guiding next-best actions for missed appointments and reducing frictions for customers and RSPs alike,\u201d Sweeney said.<\/p>\n The detail provided by Sweeney builds on regulatory disclosures last month around the company\u2019s investment into AI and automation.<\/p>\n Actual capital expenditure on AI and automation technology is now expected to be $54.3 million between FY24 and FY26 – that is, up to June 30 of next year. [pdf]<\/a><\/p>\n It\u2019s not clear what NBN Co plans to spend beyond FY26 on AI and automation, but it will be at least $11.4 million – just for one part of the business.<\/p>\n \u201cOver FY27-FY29, the finance business unit [will invest $11.4 million to] support the implementation of automation technology – adopt low-code self-service, automation, and AI to digitise and eliminate time-consuming tasks,\u201d NBN Co said in the regulatory filings [pdf].<\/a><\/p>\n This will include \u201cestablishing a finance-led “Automation COE” [that] will bring together business technology experts to coordinate, govern, and support innovation and automation across all [internal] finance functions.<\/p>\n \u201cIt will unlock material value through enabling faster, more informed, and commercially focused decision-making,\u201d NBN Co said.<\/p>\n