TfNSW to build internal generative AI chatbot

Transport for NSW is looking to build an internal AI chatbot capable of understanding “complex, ambiguous and open-ended questions”.

The public transport body is to build a proof-of-concept generative AI chatbot capable of “improving the speed and quality of document generation” and “responding to a broad range of user queries”, a spokesperson told iTnews.

Set to be trialled next year, the chatbot is expected to also have a role in digital assistance training and offering personalised content recommendations.

“Transport for NSW is seeking to understand what type of AI technology is available and whether it may enable us to train our people more efficiently by supporting existing products and delivery methods,” the spokesperson added.

iTnews understands the pilot chatbot will not be used on public-facing tasks and will use data from web pages and intranet pages, internal project documents, documents from suppliers and external technical standards.

Pilot participants will correct inaccuracies and contribute additional information through written instruction before reviewing the chatbot when the trial is completed.

Earlier this year, TfNSW executive director of strategy and engagement Sherrie Killiby told the iTnews Podcast about the organisation’s first enterprise-wide technology strategy.

The strategy contained progressive AI use and maturity goals - from “AI driven competency and capability management platforms” in 2025; to “AI-augmented workflows” in 2028 and “personal virtual assistants” in 2033-plus.