USING AI TO CREATE NOTIFICATIONS

Service NSW

At the internal 2024 AI Hackathon, the Digital Notifications team took home top honours for developing an innovative solution that uses artificial intelligence to transform the way we create customer communications.

The challenge was simple but significant: how might we generate effective, high-quality notification content in a fraction of the time it currently takes? The team’s winning idea combined the power of AI-assisted writing with a safe, human-centred review process — achieving faster turnaround, reduced costs, and consistently high standards of quality and tone.

Traditionally, notification content could take anywhere from two to sixteen weeks to develop and approve. With the new AI-driven workflow, content drafts can be generated in near real time. This means we can respond faster to emerging needs, deliver more timely updates, and ensure customers stay informed when it matters most.

The benefits go beyond speed. By reducing the manual effort required to produce each message, the solution lowers costs and frees up our people to focus on scaling the platform and building new functionality — all while maintaining a strong layer of governance. Every piece of AI-generated content goes through controlled inputs and human review, ensuring it remains safe, accurate, and aligned with our brand voice.

In short: faster, more efficient, and safer communication — all powered by AI, and all designed to make life easier for both customers and teams.