What's Happening?
NBN Co is embedding AI and automation into its operational framework, with tools already in use for design, support, and knowledge access. CEO Ellie Sweeney highlighted the company's investments during an annual results briefing, revealing plans to spend $54.3 million on AI and automation technology between FY24 and FY26. The company has developed tools like 'Ask NBN' and 'Design AI' to enhance efficiency and accuracy in network planning and customer support. Future initiatives include an AI-powered appointment assistant to improve scheduling and reduce customer friction.
Why It's Important?
NBN Co's integration of AI and automation represents a significant shift towards digital transformation, aiming to improve operational efficiency and customer service. The substantial investment underscores the company's commitment to leveraging technology for better outcomes. This move could set a precedent for other companies in the telecommunications sector, encouraging similar investments in AI and automation. The enhanced capabilities may lead to improved service delivery, benefiting both customers and retail service providers.
What's Next?
NBN Co plans to continue its investment in AI and automation beyond FY26, with at least $11.4 million allocated for the finance business unit between FY27 and FY29. The company will establish an 'Automation COE' to coordinate innovation across finance functions, aiming to unlock material value through faster decision-making. These developments may lead to further advancements in AI applications within the company, potentially influencing industry standards and practices.
