NATA is considering options to engage artificial intelligence (AI) options in 2025 to provide better customer service for its Members.
“AI tools/systems can be engaged to handle routine queries, which could allow NATA’s staff to focus on more complex issues,” said NATA Chief Information Officer, Dean Tomlinson.
Tomlinson said AI solutions could offer ‘24/7 support’, providing an extra opportunity to improve the customer service experience for NATA Members.
“AI can offer faster response times and help reduce operational costs by automating routine tasks,” he said.
“AI can analyse large datasets, a capability which may be applied to detecting anomalies and patterns that might indicate fraud or risk. It can also monitor real time transactions and identify suspicious activities,” he added.
Fraud detection is also possible from pattern recognition and anomaly detection, as well as risk monitoring across transactions and business operation helping reduce manual oversight and the ability to act faster when responding to emerging threats.
Unlocking further efficiencies
Another area NATA is considering AI is to automate the collection, sorting, and validation of required documentation, reducing time spent on manual checks and ensuring data is standardised and formatted correctly.
“AI could be used to help speed up the preparation and submission of required documents, minimise human error, and help ensure consistency to support the accreditation service delivery process,” Tomlinson said.
AI, with Natural Language Processing (NLP), has the capability to analyse large volumes of documents, identifying key words/phrases, requirements, or inconsistencies. For NATA, this could help to identify missing or non-compliant information, streamlining the review process for its Assessors.
“This could support reducing the time spent reviewing documents manually and increases accuracy in identifying compliance issues,” added Tomlinson.
Another area that AI-supported systems could help is with automating communications, such as reminders for upcoming deadlines, submission confirmations, or additional document requests.
“It could reduce administrative burdens, ensure timely communications, and enhance response levels to inquiries, which can help reduce bottlenecks and support a smoother end to end process,” Tomlinson said.
NATA will continue to update Members on developments in this area.
To learn more contact NATA on 1 800 621 666 or at corpcomm@nata.com.au.