Author: David Leane

Optus Introduces Innovative ‘Expert AI’ to Enhance Customer Support

Brief Overview

• AI is moving from a supportive function to a leading role within the workforce.
• Conventional identity governance falls short in AI-oriented environments.
• AI entities with enhanced access levels present serious security threats.
• Automated, AI-driven identity management is essential for safeguarding security.
• Leadership must align identity strategies with AI projects.

AI: The New Leader in the Workforce

The adoption of Agentic AI in business practices is transforming today’s workforce. As AI evolves from a supportive role into a key player, companies must navigate a substantial change in security and governance frameworks.

The Emergence of Machines and the Decline of Traditional Thinking

Conventional identity governance, focused on human employees, is becoming irrelevant. AI agents are introduced via IT projects without standard protocols, resulting in a rise of poorly governed, excessively privileged non-human identities.

The Human Price, The Risk of Machines

While AI offers improved efficiency, it also brings forth notable security vulnerabilities. AI agents demand enhanced access, thereby enlarging the attack surface that can be targeted by malicious actors. Many businesses, especially in Australia, lack the mechanisms needed to address these risks.

Updating Machine Identity Lifecycle Management

Businesses require AI-enhanced identity lifecycle management to streamline access provisioning and maintain real-time visibility. This strategy is vital for upholding compliance and enforcing security measures in an AI-centric ecosystem.

Leaders Must Embrace This Transformation

The challenge of overseeing AI and human identities goes beyond the IT department. Senior leaders need to work collaboratively across various departments to refresh identity governance and embed it into all AI-related initiatives.

Conclusion

With AI becoming a vital element of the workforce, organisations in Australia must evolve their identity management approaches to lessen security dangers. This entails automating identity lifecycle management and promoting interdepartmental collaboration to excel in the AI-fueled enterprise landscape.

Questions & Answers

Q: Why is conventional identity governance insufficient for AI?

A: Conventional strategies concentrate on human identities and are ill-equipped to manage the swift, extensive arrival of AI agents, resulting in governance voids and security concerns.

Q: What risks do AI agents with enhanced access present?

A: Proper management is lacking, meaning AI agents with elevated access create a broader attack surface, heightening the possibility of exploitation by cyber threats.

Q: How can organisations enhance identity management for AI?

A: Through the adoption of automated, AI-enhanced identity lifecycle management systems that offer real-time insights and uphold least privilege access principles.

Q: What role do leaders play in authority governance for AI?

A: Leaders from different departments must collaborate to weave identity strategies into AI initiatives, guaranteeing thorough governance and security.

Q: In what way does AI integration affect organisational security strategies?

A: The integration of AI necessitates a shift in security tactics to confront the distinctive challenges of managing non-human identities and assuring stringent access control.

Q: Why is a “kill switch” important for AI agents?

A: A “kill switch” enables organisations to instantly revoke access for AI agents that act unpredictably, reducing potential security perils.

Victoria Police Adopts AI to Improve Crime Reporting

• Victoria Police employs AI to enhance the efficiency of non-urgent crime reporting.
• AI creates summaries in a style that is recognizable to frontline personnel.
• Overhauled online tools are designed to decrease form abandonment rates.
• Upcoming enhancements may feature chatbots for improved user engagement.
• AI application saves numerous hours of labor each year.

(L-R) Naomi Wilson (Salesforce) and Inspector Matt Henderson (Vic Police).

AI Utilization in Crime Reporting Platforms

Victoria Police has made a notable advancement by incorporating generative AI into its non-urgent crime reporting mechanisms. This innovation reshapes how information is summarized, aligning with the conventions that frontline officers are used to.

The Contribution of AI in Optimizing Processes

Launched in 2018, the police assistance line (PAL) and online reporting (OLR) systems were established to ease the burden on 000 Vic and police stations by managing nearly 800,000 non-urgent reports each year. Currently, around 150,000 reports are processed through these avenues, with an impressive 80% handled by an outsourced contact center managed by Serco.

Enhancing User Experience and Minimizing Abandonment

The initial online platform, once state-of-the-art, was primarily tailored to police requirements. Nonetheless, it encountered difficulties, including a significant abandonment rate, with just 10% of visits leading to completed forms. To remedy this, Victoria Police, in partnership with DXC and Serco, refreshed the platform by clarifying legal language and integrating features such as a progress bar to motivate users to finalize their reports.

Future Objectives and Improvements

Victoria Police plans to transition more crime reporting online, lessening dependence on telephone channels. Planned upgrades may feature a conversational chatbot to aid users, possibly offering multilingual support and minimizing report abandonment. This proactive strategy is part of a wider initiative to streamline staffing resources and enhance community interaction.

Conclusion

Victoria Police’s incorporation of AI into crime reporting systems not only boosts efficiency but also greatly elevates user experience. Through minimizing labor hours and optimizing processes, this initiative represents a significant leap in law enforcement technology. Anticipated enhancements, including chatbots, are set to further refine the system, making it more accessible and user-centric.

Q: What function does AI serve in Victoria Police’s crime reporting system?

A:

AI is utilized to produce summaries of non-urgent crime reports in a format that frontline personnel are familiar with, streamlining the process and conserving labor hours.

Q: In what ways has the online reporting tool been improved?

A:

The tool has been updated by eliminating complex legal language, adding a progress bar, and enabling users to save and return to their reports, thus reducing abandonment rates.

Q: What are the anticipated developments for the crime reporting tool?

A:

Future enhancements may consist of a conversational chatbot to assist users, cater to multiple languages, and help avoid report abandonment.

Q: How significant are the labor savings resulting from AI implementation?

A:

Implementing AI saves around 8000 hours of labor each year by decreasing the time necessary to handle each crime report.

Q: How is the current distribution of reporting channels organized?

A:

At present, 80% of non-urgent crime reports are received via telephone, with 20% submitted online. The aim is to boost online reporting.

Q: What obstacles did the earlier online platform encounter?

A:

The earlier platform suffered from a high abandonment rate and was heavily focused on police needs, which dissuaded users from completing their reports.

Fast Overview

• Jay Renshaw’s creation ‘Chit’ has turned into a viral phenomenon on TikTok.
• Renshaw’s TikTok profile boasts 1.4 million followers and 14.6 million likes.
• Chit’s clips have accumulated 28 million views on TikTok.
• The humor is based on relatable workplace situations and unexpected punchlines.
• Renshaw’s content quality and comedic delivery play key roles in its success.
• The phrase “Do it lady!” has evolved into a meme, boosting Chit’s fame.

The Ascent of ‘Chit’: A TikTok Sensation

Step aside, Dunder Mifflin, there’s a new hilariously awkward office employee winning over the hearts (and laughs) of countless viewers on TikTok. Jay Renshaw, the genius behind ‘Chit’, has burst onto the platform with an account that has an impressive 1.4 million followers and 14.6 million likes from only 20 clips. It’s clear that Renshawjay is a bona fide viral sensation.

Chit’s YouTube Adventure

He also posts the videos on YouTube, amassing 11,435,171 views and 106k subscribers. Despite launching his channel in 2012, he has only shared 39 videos, with the first one uploaded just 3 weeks ago. In the realm of viral platforms in 2025, TikTok clearly holds the advantage, as the same video has only garnered 457k views on YouTube, in contrast to 28M on TikTok.

The Man Behind the Legend: Jay Renshaw

The talent bringing Chit to life is Jay Renshaw, an improv comedian affiliated with the famous Groundlings theatre in Los Angeles. Though the character of Chit has existed for approximately six years, it’s Renshaw’s recent TikTok debut that has catapulted him to fame. Renshaw’s comic timing and knack for embodying such a distinctive and unpredictable character are what truly make these sketches stand out.

“I find it equally delightful to see just how many viewers Chit has reached and touched,” “Just when I think [Chit] has extended his influence as far as possible, I discover there’s a whole new demographic that appreciates Chit just as much. It’s been this strangely universal experience, which [has], I believe, been perhaps the most satisfying aspect of it.”
Jay Renshaw, Improv Comedian, The Groundlings.

The Secret Ingredients of Success

So, why has Chit struck such a chord with such a vast audience in such a brief time? It’s a blend of elements that strikes all the right chords for viral content.

Relatable Workplace Humor

Even if you haven’t worked in a conventional office, the awkward exchanges, the mundane duties, and the quirky co-workers are universally relatable. Chit elevates these daily occurrences to a comically exaggerated level.

Unexpected Humor

Chit’s responses and non-sequiturs frequently serve as the punchline, keeping viewers engaged. One moment he’s mumbling “mhm’s” and “yeahs”, the next he’s delivering a perfectly timed, bizarre remark.

High Production Value

The sketches are well-produced and edited, providing them with a polished aesthetic similar to that of a mini-sitcom. This raises them above standard casual TikTok content, rendering them highly rewatchable.

The Catchphrase Craze

“Do it lady!” – a seemingly harmless phrase from one of Chit’s early viral clips – has taken on a life of its own. It’s become a widely shared meme, further embedding Chit into the TikTok culture. This simple, repeatable phrase has proven remarkably memorable.

For further details, visit https://www.tiktok.com/@renshawjay

Conclusion

Jay Renshaw’s comedic alter ego ‘Chit’ is captivating TikTok, amassing millions of followers and views. The wide-ranging appeal of the content, combined with high production quality and unforgettable catchphrases, has established ‘Chit’ as a cultural phenomenon. Renshaw’s achievement on TikTok eclipses his YouTube presence, emphasizing the platform’s supremacy in viral content creation.

Q: Who is Jay Renshaw?

A:

Jay Renshaw is an improv comedian from the Groundlings theatre in Los Angeles, recognized for his viral TikTok character ‘Chit’.

Q: What contributes to the character ‘Chit’s’ popularity?

A:

Chit’s popularity arises from relatable office comedy, unpredictable punchlines, high production quality, and the viral catchphrase “Do it lady!”.

Q: How does Chit’s success on TikTok compare to YouTube?

A:

Chit has experienced greater success on TikTok, with 28 million views on a single video, in contrast to 457k on YouTube.

Q: What is the importance of the catchphrase “Do it lady!”?

A:

The phrase “Do it lady!” has become a meme, further integrating Chit into popular culture and amplifying the character’s viral allure.