Nicholas Kinports

Westpac Sets Ambitious Strategy for Broad AI Integration in Business Banking

Nicholas Kinports on October 17, 2025

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Brief Overview

Westpac is incorporating AI throughout its business lending framework, enhancing credit evaluation and customer engagement.
The bank has joined forces with RDC.ai and AWS to create AI solutions, which include explainable credit evaluations.
AI is projected to simplify operations, diminish fraud, and enhance clarity for customers and regulators.
AI functionalities will be integrated into Westpac’s BizEdge tool to minimize documentation and refine lending processes.
Westpac seeks to harness AI to better utilize its extensive data assets for superior customer experiences.

Westpac’s AI Integration Journey

Westpac is committed to integrating artificial intelligence (AI) at every stage of its business lending operations. This project is part of a larger initiative to boost efficiency and clarity in credit evaluations and customer relations. The bank’s advancements build upon previous achievements in AI-driven credit assessments.

Westpac looks to broad AI integration within the business bank

(L-R) RDC.ai’s Gordon Campbell and Westpac’s Dr Martin Anderson.

Collaboration with RDC.ai and AWS

Westpac’s partnership with RDC.ai, previously recognized as Rich Data Co, initiated in 2021 and has broadened to include generative and agentic AI technologies. The bank highlighted this collaboration at the AWS financial services symposium in Sydney, showcasing how AI could revolutionize business banking activities beyond credit evaluation.

AI’s Contribution to Credit Evaluation

The inclusion of AI enables Westpac to render well-informed and transparent credit evaluations. By analyzing customer data, the bank can rationalize its choices and strategies in customer management, aiding in adherence to regulatory standards.

Enhancing Business Processes with AI

Westpac envisions an overhauled business lending process, utilizing AI to improve effectiveness and decision-making. AI is set to not only streamline credit evaluations but also enhance document handling, communication with customers, and risk management.

Maximizing Data Value

With extensive datasets at its command, Westpac intends to derive insights to refine customer experiences and decision-making. The collaboration with RDC.ai and AWS propels AI trials, unlocking data potential for competitive benefits.

AI in BizEdge and More

Westpac plans to embed AI in its BizEdge tool to cut down on loan application paperwork and elevate customer service. AI will support new bankers in navigating intricate policies and processes, ensuring they achieve high service standards.

Conclusion

Westpac is actively integrating AI into its business banking functions, aiming for comprehensive process optimization and enhanced customer interaction. Through collaborations with RDC.ai and AWS, the bank is poised to transform its lending approach, utilizing AI to extract data insights and streamline operations.

Q: What is the primary goal of Westpac’s AI integration?

A: The objective of Westpac is to enhance efficiency, transparency, and decision-making within its business lending operations through AI integration.

Q: Who are Westpac’s collaborators in AI development?

A: Westpac has established partnerships with RDC.ai and AWS to design and implement AI solutions within its business banking services.

Q: In what way will AI enhance Westpac’s credit evaluation process?

A: AI will empower Westpac to make knowledgeable and transparent credit decisions, ensuring compliance and improved customer management.

Q: What advantages does Westpac anticipate from AI in BizEdge?

A: AI in BizEdge is expected to decrease paperwork, streamline operations, and assist new bankers in navigating policies, thereby improving overall service delivery.

Q: What significance does data hold in Westpac’s AI strategy?

A: Westpac intends to utilize its large datasets to gain insights, enhance customer experiences, and inform strategic decisions with AI assistance.

Austrade Prepared to Revamp Essential Network Infrastructure at Data Centre

Nicholas Kinports on October 17, 2025

Austrade’s Comprehensive Network Infrastructure Revamp

Quick Overview

Austrade intends to replace its Cisco-centric core network infrastructure at two data centres starting late 2026.
Nexus 7000-series switches and Cisco ASA 5525 firewalls will be exchanged for Fortinet’s FortiGate firewalls.
The initiative involves upgrading Smartoptics DWDM passive multiplexers and utilizing ICON dark fibre.
Austrade plans to acquire new equipment by March 2026 and implement it in the latter part of the year.

Austrade’s Strategy for Network Infrastructure Revamp

Austrade, Australia’s leading trade and investment development agency, is set to launch a substantial upgrade of its network infrastructure. This project, scheduled for late 2026, will involve the replacement of the current Cisco-based systems in two physical data centres.

Existing Infrastructure and the Need for Transformation

The present configuration features Nexus 7000-series switches and Cisco ASA 5525 firewalls within the internal data centre. These will be replaced with FortiGate firewalls from Fortinet. This upgrade is part of Austrade’s plan to boost connectivity and security, capitalizing on FortiGate’s advanced functionalities.

Austrade to overhaul its data centre core network

Integration with Current Systems

Austrade currently utilizes FortiGate firewalls within its software-defined wide area network (SD-WAN) to ensure stable connections to Azure environments and branch locations. This experience with Fortinet products is anticipated to facilitate a smoother transition.

Enhancing DWDM Systems

Besides the firewall replacements, Austrade is assessing potential enhancements to its Smartoptics Dense Wavelength Division Multiplexing (DWDM) systems. These multiplexers, together with dark fibre from the Intra-government Communications Network (ICON), are vital for site-to-site connectivity.

Project Schedule and Vendor Selection

The project is in its initial phases, concentrating on evaluating available infrastructure solutions for informed resource planning. At this stage, no vendor has been chosen for the core network switches, but Austrade intends to obtain equipment by March 2026, with implementation aimed for the second half of the year.

Conclusion

Austrade is initiating a thorough revamp of its network infrastructure, replacing long-standing Cisco components with Fortinet solutions and upgrading connectivity systems. This transition is designed to improve efficiency and security in alignment with Austrade’s strategic goals.

Q: Why is Austrade changing its current network infrastructure?

A: Austrade seeks to modernize its infrastructure to enhance connectivity, security, and efficiency by moving away from outdated Cisco components.

Q: What components are being updated?

A: Nexus 7000-series switches and Cisco ASA 5525 firewalls are being replaced with Fortinet’s FortiGate firewalls, along with upgrades to Smartoptics DWDM systems.

Q: What is the projected timeline for the infrastructure upgrade?

A: Austrade aims to purchase new equipment by March 2026 and implement it during the third or fourth quarter of the year.

Q: How will this upgrade benefit Austrade?

A: The upgrade is expected to improve data centre connectivity and security, streamline operations, and support Austrade’s wider strategic objectives.

McPherson’s Creates AI Assistant to Enhance Key Account Teams

Nicholas Kinports on October 16, 2025

McPherson’s creates an AI agent in collaboration with Salesforce to improve trade promotions.
This AI instrument simplifies mundane tasks, enabling strategic retail dialogues.
McPherson’s offerings are accessible in more than 15,000 retail locations across Australia.
The initiative is part of a long-term project aimed at enhancing retail execution.

McPherson’s AI Breakthrough in Trade Promotions

McPherson's develops AI agent for key account teams

McPherson’s CIO Nathan Alexander presents at Dreamforce.

AI Agent as a Catalyst for Productivity

McPherson’s Consumer Products has collaborated with Salesforce to introduce an AI agent aimed at boosting the productivity of its key account teams. This groundbreaking tool, characterized by CIO Nathan Alexander as similar to an autopilot, aids in the development of trade promotions and promotes improved dialogue with retailers. By handling repetitive chores, the AI agent frees team members to concentrate on more strategic goals.

Boosting Trade Promotions

Trade promotions play a crucial role in enhancing brand visibility in retail outlets, providing retailers with discounts and special displays. McPherson’s AI agent enhances these promotions by delivering insights into optimal tactics, facilitating superior planning and execution. This results in better shelf-space management and heightened sales.

Fostering Strategic Retail Dialogues

By utilizing data-driven insights, McPherson’s seeks to encourage more strategic conversations with retail partners. The objective goes beyond merely reducing promotional spending; it aims to ensure mutual advantages through informed trade spending decisions.

Broadening McPherson’s Presence

With its products available in over 15,000 pharmacies and grocery stores throughout Australia, McPherson’s is dedicated to refining its retail execution. The AI agent forms part of a larger framework focused on enhancing these operations through Salesforce’s consumer goods cloud.

Optimizing Operations with Salesforce

Prior to the deployment of the AI agent, McPherson’s field teams dedicated considerable time to administrative duties. The integration of Salesforce’s consumer goods cloud has allowed for a more cohesive understanding of customers and improved management of trade promotions, ensuring that teams concentrate on the right products at the appropriate times.

Deployment and Achievement

The installation of the AI agent was a seamless process, finalized in a single day. This swift implementation highlights the tool’s user-friendly nature and the effective synergy between McPherson’s and Salesforce.

Recap

McPherson’s Consumer Products has effectively incorporated an AI agent with Salesforce to revolutionize its trade promotion tactics. By automating routine activities and delivering critical insights, the AI tool empowers key account teams to participate in more strategic retail discussions, ultimately enhancing product demand across Australia.

Q&A Section

Q: What is the main goal of McPherson’s AI agent?

A: The AI agent is designed to enhance trade promotions and improve dialogue with retailers by automating repetitive tasks and offering valuable insights.

Q: In what way does the AI agent enhance trade promotions?

A: It provides insights into effective promotion strategies, enabling teams to plan and execute more impactful promotions, thereby boosting product demand and sales.

Q: How prevalent is McPherson’s product distribution in Australia?

A: McPherson’s products are distributed in more than 15,000 pharmacies and grocery stores throughout Australia.

Q: What is the role of Salesforce in McPherson’s approach?

A: Salesforce’s consumer goods cloud aids McPherson’s efforts to enhance retail execution and manage trade promotions by offering a cohesive view of customers and improving operational efficiency.

Q: How quickly was the AI agent implemented?

A: The AI agent was set up and launched in just one day, demonstrating its simplicity of implementation and efficiency.

ANZ Banking Group Introduces New Group CIO

Nicholas Kinports on October 10, 2025

ANZ Banking Group Names Donald Patra as New Group CIO

Brief Overview

Donald Patra has been named as ANZ’s new Group CIO, starting from November 24.
Patra brings more than 20 years of IT leadership from his tenure at HSBC.
Michael Bullock will remain as acting group executive until Patra arrives.
Patra will work from Melbourne, succeeding Gerard Florian.
The leadership change at ANZ comes alongside a major restructuring of the technology division.

Donald Patra: ANZ’s Incoming Group CIO

ANZ Banking Group names Donald Patra as new CIO

ANZ Banking Group has declared the selection of Donald Patra as its new Group Chief Information Officer, effective from November 24. Patra is transitioning from HSBC, where he played a key role in various IT leadership positions across the UK and Europe over the last twenty years.

Background and Accomplishments

Throughout his time at HSBC, Patra adeptly managed crucial transformation initiatives, concentrating on digital advancements, updating core banking infrastructures, enhancing data and AI functionalities, and strengthening operational resilience in heavily regulated environments. His appointment arrives at a crucial moment as ANZ is undergoing both leadership and technological restructuring.

Leadership Transition

Michael Bullock will continue to serve as acting group executive for technology and group services until Patra’s official start date. Patra will be headquartered in Melbourne, succeeding Gerard Florian, who retired halfway through the year after serving since 2017.

ANZ’s Wider Leadership Adjustments

Patra’s appointment is part of broader leadership updates at ANZ, highlighted by the recent selection of Nuno Matos as CEO. This leadership transition is integral to ANZ’s strategy to adapt to a swiftly changing banking environment and to foster innovation within the institution.

Restructuring of the Technology Division

Currently, ANZ’s technology division is going through a major restructuring. These modifications are intended to streamline operations and enhance technological capabilities, ensuring that ANZ stays competitive in a digitally driven financial landscape.

Conclusion

ANZ Banking Group has strategically appointed Donald Patra as its new Group CIO. With a solid foundation in IT leadership from HSBC, Patra is well-equipped to guide ANZ through its ongoing technological transformation and reorganization. As the bank enters a new leadership phase under CEO Nuno Matos, Patra’s expertise is anticipated to play a vital role in modernizing ANZ’s technology operations.

Q: What position will Donald Patra take on at ANZ?

A: Donald Patra will serve as the Group Chief Information Officer at ANZ, beginning November 24.

Q: Where was Donald Patra employed prior to joining ANZ?

A: Prior to joining ANZ, Donald Patra held the position of CIO at HSBC, overseeing the UK and Europe.

Q: Who will oversee the role until Patra commences?

A: Michael Bullock will persist as the acting group executive for technology and group services until Patra’s arrival.

Q: What modifications are occurring in ANZ’s technology division?

A: ANZ’s technology division is currently undergoing a significant restructuring aimed at enhancing its technological effectiveness and optimizing operations.

Q: How long did Gerard Florian serve as Group CIO for ANZ?

A: Gerard Florian was the Group CIO for ANZ from 2017 until his retirement earlier this year.

Q: What notable achievements does Patra hold?

A: Patra has been acknowledged for spearheading global digital transformation, updating banking frameworks, and pushing forward AI capabilities at HSBC.

Review: Withings BeamO – A Compact Dynamo for Health Monitoring

Nicholas Kinports on October 8, 2025

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Sora 2 Video Model Debuts: A Remarkable Advancement Toward the Uncanny Valley

Nicholas Kinports on October 2, 2025

Launch of Sora 2 Video Model: A Remarkable Advancement Toward the Uncanny Valley

Brief Overview

OpenAI debuts Sora 2, improving realism in AI-generated video content.
Features a new ‘Cameo’ option for personal digital representation.
Sora 2 demonstrates superiority over earlier models with 16-second high-definition video clips.
Concerns about copyright arise from the inclusion of third-party material.
Access is currently restricted to an invite-only beta in the US and Canada.

Presenting Sora 2: The Future of AI Video Production

OpenAI has launched Sora 2, an innovative generative AI text-to-video model that signifies a major leap in the realism of AI-generated imagery. Following the first release of Sora in early 2024, Sora 2 exhibits substantial enhancements in accurate video portrayal, comprehension of complex real-world physics, and the realistic representation of digital characters and settings.

Overcoming the Uncanny Valley

The idea of the uncanny valley, wherein AI-generated entities trigger discomfort due to their human-like likeness, is increasingly significant with Sora 2. The model can create videos so realistic that telling them apart from actual reality is becoming difficult, although some inconsistencies still occur. Future versions, such as Sora 3 and Sora 4, are expected to achieve even higher levels of realism.

Unveiling ‘Cameo’ for Personal Digital Presence

A highlight of Sora 2 is the ‘Cameo’ feature, enabling users to develop digital versions of themselves via a straightforward face-scanning procedure. This functionality enables users to include their digital avatars in videos, offering control over privacy and sharing settings. The capability to create videos with one’s own image and those of friends paves the way for novel creative expression.

The Sora 2 Application: AI-Powered Social Media Experience

Sora 2 launches a social media application similar to TikTok, but with a unique twist: all videos are AI-generated. This prompts fascinating inquiries regarding user preferences for AI-produced content. The app features various video categories, such as sports, advertising, and entertainment, captivating content creators and media influencers.

Technological Innovations and Market Competition

Equipped to create high-definition 16-second clips, Sora 2 outshines rivals like Google’s Veo 3, which only produced 8-second clips. The incorporation of synchronized audio, dialogue, and special effects further amplifies the immersive experience.

Addressing Copyright Issues

The use of copyrighted content in Sora 2 has ignited discussions, as content owners must actively opt-out to stop their material from being included in AI-generated videos. High-profile entities like Disney have already chosen to opt-out, emphasizing the ongoing legal and ethical dilemmas related to the generation of AI content.

Public Reactions and Noteworthy Demonstrations

The introduction of Sora 2 has caused a stir on social media, with users sharing breathtaking AI-crafted videos. Examples include futuristic cityscapes, imaginative scenarios, and digital representations of well-known figures like OpenAI CEO Sam Altman.

Availability and Cost Information

At present, Sora 2 is offered through an invite-only beta in North America, with no confirmed launch date for Australia. The app is accessible for download from the iOS App Store, permitting users to register for notifications for its release in additional regions. Initially free to use, Sora 2 plans to introduce a Pro version for ChatGPT Pro subscribers, delivering enhanced video generation quality.

Conclusion

Sora 2 signifies an extraordinary leap in AI video production, providing unprecedented realism and creative possibilities. With unique features such as ‘Cameo’ and high-definition capabilities, Sora 2 is poised to redefine our perception of AI-generated media. However, its handling of copyright issues and limited accessibility presents challenges that will influence its future implications.

Q: What distinguishes Sora 2 from its predecessor?

A: Sora 2 enhances realism, improves comprehension of real-world physics, and introduces the ‘Cameo’ feature for individual digital representation.

Q: What is the ‘Cameo’ feature in Sora 2?

A: ‘Cameo’ enables users to craft digital replicas of themselves for inclusion in AI-generated videos, allowing for privacy and sharing control.

Q: How does Sora 2 tackle copyright matters?

A: Sora 2 utilizes copyrighted content unless rights holders opt out. This method has generated debate, with companies like Disney deciding to opt-out, raising legal and ethical questions.

Q: Is Sora 2 accessible in Australia?

A: At this time, Sora 2 is in an invite-only beta phase in the US and Canada with no confirmed launch date for Australia.

For further details, visit https://openai.com/index/sora-2/

Singtel Asks for Patience While Optus CEO Confronts Difficulties

Nicholas Kinports on September 30, 2025

Brief Overview

Optus is currently under examination due to recent service disruptions and past events.
Singtel’s CEO highlights the need for patience while Optus CEO Stephen Rue implements changes.
Recent disruptions have impacted emergency call systems, leading to governmental action.
Optus has encountered serious obstacles, such as a significant cyber breach in 2022.
Optus is consulting with outside experts to evaluate its network strategies.

Optus Under Close Observation Due to Service Disruptions

Optus, a top telecom provider in Australia, is experiencing heightened scrutiny after recent failures in its emergency call services. These disruptions have brought up concerns regarding the company’s governance and operational oversight. The parent organization, Singapore Telecommunications (Singtel), is calling for patience as Optus CEO Stephen Rue embarks on a long-term strategy for transformation.

Singtel stresses the importance of patience as Optus CEO addresses challenges

Leadership Shifts and Obstacles for Optus

The consecutive outages have increased the strain on Optus, coming after a series of notable events, including a nationwide service failure and a major data breach. Stephen Rue, who assumed the CEO position in November 2024, was appointed to tackle these prevailing challenges. Singtel CEO Yuen Kuan Moon, currently in Australia meeting with local officials, reiterated that Optus’s transformation would require time.

Government Actions and Third-Party Review

The recent service interruptions have led to governmental measures from Australia. Communications Minister Anika Wells has urged Optus to recruit external advisors to independently assess the company’s network strategy. The objective is to avoid future outages, particularly those that disrupt essential emergency services.

Continued Effect on Optus’s Reputation

These occurrences have further harmed Optus’s image. The cyberattack in 2022 that affected millions of users’ data, combined with a $100 million fine for sales misconduct, has already damaged the firm’s reputation. The recent outages exacerbate the situation, culminating in the dismissal of former CEO Kelly Bayer Rosmarin and intensifying the pressure on the current leadership to effect prompt enhancements.

Recap

Optus is currently undergoing a significant transformation under CEO Stephen Rue, amidst difficulties such as recent service outages and historical challenges. The company is being closely monitored by its parent firm, Singtel, and the Australian government, with demands for outside assessments of its network plans to guarantee reliability and avert further interruptions.

Q: What recent problems have affected Optus?

A: Optus has experienced service outages impacting emergency calls and has a background of events like a nationwide failure and a data breach.

Q: What role does Singtel play in Optus’s current circumstances?

A: Singtel, as the parent organization, is promoting patience as the Optus CEO focuses on transforming the company.

Q: What actions has the Australian government taken concerning Optus?

A: The government has asked Optus to enlist external advisors to review its network strategies following the recent service disruptions.

Q: How has Optus’s reputation been influenced by recent incidents?

A: Optus’s reputation has suffered due to service outages, a cyber breach in 2022, and a substantial penalty for sales misconduct.

Q: Who is at the helm of Optus’s transformation efforts?

A: CEO Stephen Rue is leading the push for transformation at Optus since assuming the role in November 2024.

Q: What was the effect of the recent service outage?

A: The outage impacted emergency calls, affecting approximately 4500 individuals, and was associated with several fatalities.

Inside Perspective: Sydney Roundtable Investigates BI Modernization with Persistent Systems & Google Cloud

Nicholas Kinports on September 28, 2025

Fast Overview

Modernising Business Intelligence (BI) is essential for realizing genuine business value.
Persistent Systems Australia and Google Cloud are at the forefront of BI innovations.
Advanced analytics platforms are reshaping data strategies.
Main topics included actionable insights and sophisticated analytics.

The Imperative of Business Intelligence Modernisation

A recent executive roundtable held in Sydney brought together leaders from diverse sectors to explore Business Intelligence (BI) modernisation in collaboration with Persistent Systems Australia and Google Cloud. The event emphasized the pressing need to embrace next-level analytics platforms to maintain a competitive edge in the rapidly changing business environment.

The Impact of Persistent Systems and Google Cloud

As event sponsors, Persistent Systems Australia and Google Cloud highlighted their critical contributions to enhancing BI practices. Their state-of-the-art solutions are tailored to utilize cloud technology for improved data processing and analytics, making it simpler for companies to derive actionable insights.

Future-Ready Analytics Platforms

The roundtable explored the capabilities of future-ready analytics platforms. These systems provide unmatched prospects for data integration, real-time analytics, and predictive analysis. By modernising BI systems, organizations can discover new value opportunities and enhance strategic decision-making.

Conclusion

The Sydney roundtable reaffirmed the significance of upgrading Business Intelligence. With Persistent Systems Australia and Google Cloud in leadership roles, organizations are better positioned to capitalize on advanced analytics, keeping them agile and data-informed in a continuously changing market.

Q: Why is modernising BI vital for organizations?

A: BI modernisation allows organizations to maintain competitiveness by delivering deeper insights via advanced data analytics and refining decision-making processes.

Q: In what ways do Persistent Systems and Google Cloud facilitate BI modernisation?

A: They provide innovative solutions that combine cloud technologies to enhance data processing and analytics, leading to improved business results.

Q: What constitutes next-generation analytics platforms?

A: These platforms integrate advanced data processing, real-time analytics, and predictive modeling to offer actionable insights and strategic advantages.

Q: What advantages do organizations achieve by modernising their BI systems?

A: Organizations can enhance efficiency, identify new business prospects, and make informed choices by employing the latest analytics technologies.

Q: What obstacles do organizations encounter in BI modernisation?

A: Obstacles include complexities in data integration, substantial implementation costs, and the necessity for skilled individuals to oversee advanced analytics tools.

Q: How can organizations navigate these obstacles?

A: By collaborating with technology leaders such as Persistent Systems and Google Cloud, organizations can gain access to expertise and resources to facilitate BI modernisation initiatives.

Australian Gas Infrastructure Group Initiates Next Stage of CRM Revamp

Nicholas Kinports on September 25, 2025

AGIG Initiates CRM Revamp to Improve Customer Experience

Quick Read

AGIG is currently in the second stage of its CRM revamp.
Deployment of SAP Service Cloud is designed to enhance customer interaction.
Emphasis is placed on upgrading services for at-risk customers.
Centralised service operations have already improved problem resolution.
Upcoming phases will incorporate additional systems and data sources.

CRM Revamp Journey

The Australian Gas Infrastructure Group (AGIG) is progressing with the second stage of its Customer Relationship Management (CRM) revamp. The initiative seeks to create a more interconnected, transparent, and proactive service model for its 2 million clientele.

AGIG advances CRM revamp at SAP NOW AI summit

At the SAP NOW AI summit in Melbourne, senior project manager Monther Alnababteh provided updates on the initiative’s progress. The first stage centralised and optimised customer service across different business sections, resulting in improved visibility and analytics capabilities.

Enhancing Customer Interaction

The second stage concentrates on enhancing customer interaction, particularly in marketing and proactive communications. This stage is aimed at strengthening relationships with stakeholders and fostering customer engagement.

AGIG intends to merge additional systems and data sources with SAP CRM, guided by a comprehensive roadmap to direct this effort.

Assisting At-Risk Customers

Although AGIG mainly operates as a distributor and does not engage directly with consumers, it keeps a priority services registry for at-risk customers in Victoria, South Australia, and Queensland. The CRM revamp has notably improved support for these individuals.

Since the revamp was launched, registrations for at-risk customers have surged by over 400%, while processing durations for these applications have seen a 75% decrease. Additionally, inquiry resolution times have improved by 25%.

Benefits for Stakeholders

Aside from customers, other stakeholders such as gas retailers and councils stand to gain from AGIG’s revamp. The objective is to ensure smooth communication and swift problem resolution during critical situations like emergencies and outages.

Conclusion

AGIG’s CRM revamp, supported by SAP Service Cloud, is advancing to boost both customer and stakeholder engagement. With noteworthy advantages already seen in service delivery, future phases will further integrate systems to enrich the overall customer journey.

Q: What is the aim of AGIG’s CRM revamp?

A:

The revamp aims to develop a more connected, transparent, and proactive service model to enhance engagement with customers and stakeholders.

Q: How did phase one of the revamp benefit AGIG?

A:

The first phase centralised and optimised customer service processes, improving visibility and enabling real-time analytics for identifying issues.

Q: What improvements have been observed for at-risk customers?

A:

Registrations for at-risk customers increased by over 400%, processing times improved by 75%, and inquiry handling times saw a boost of 25%.

Q: Who else gains from AGIG’s revamp besides customers?

A:

Other stakeholders, including gas retailers and councils, benefit from enhanced coordination and seamless communication during service provision.

Q: What are the future plans for AGIG’s CRM revamp?

A:

Future stages will involve integrating additional systems and data sources to further enhance engagement with both customers and stakeholders.

UNSW to Deploy ChatGPT Edu to 10,000 Employees

Nicholas Kinports on September 17, 2025

UNSW’s Bold Move in AI Integration with ChatGPT Edu

Brief Overview

UNSW Sydney will distribute 10,000 licenses of ChatGPT Edu to its personnel.
This marks Australia’s most extensive educational agreement with OpenAI.
A successful 10-month trial preceded the launch.
Employees will undergo training and receive instructions for responsible AI use.
Data protection is fundamental, with no data utilized for model training.
Carbon credits will be purchased to compensate for emissions linked to the ChatGPT Edu initiative.

UNSW Sydney Adopts AI with the ChatGPT Edu Launch

UNSW to provide ChatGPT Edu to 10,000 staff

Image credit: UNSW Sydney

The Largest Educational Deal in Australia

UNSW Sydney has secured 10,000 licenses of ChatGPT Edu for its fixed-term and permanent staff, establishing the largest educational accord with OpenAI in Australia. This strategic initiative intends to boost the university’s educational and research functions through the integration of sophisticated AI tools.

Effective Trial and Strategic Rollout

The launch follows a fruitful 10-month trial that highlighted the advantageous aspects of AI technology within academic settings. UNSW is dedicated to the safe, reliable, and supportive deployment of this technology, according to Chief Information Officer Chrissy Burns.

Emphasis on Responsible and Secure AI Application

To guarantee responsible utilization, the deployment will occur in stages and will be supported by extensive training and explicit guidelines. The university underscores that data protection is a key element of this endeavor, with all entries made in the ChatGPT Edu platform remaining confidential and not utilized for model training.

Environmental Considerations

In a move to tackle environmental issues, UNSW plans to acquire carbon credits to offset the emissions resulting from the ChatGPT Edu agreement, in line with wider sustainability objectives.

Conclusion

UNSW Sydney’s plan to offer ChatGPT Edu licenses to its personnel signifies a substantial advancement in the incorporation of AI within education. With an emphasis on safety, privacy, and environmental accountability, the university is poised to lead in the integration of AI tools in the educational domain.

Q: What is the importance of the ChatGPT Edu launch at UNSW?

A: This launch represents the largest educational collaboration with OpenAI in Australia, showcasing UNSW’s dedication to adopting innovative AI technology in academia.

Q: How will personnel be prepared to utilize ChatGPT Edu?

A: Personnel will receive optional training and guidelines to ensure their responsible use of the platform in accordance with UNSW’s principles.

Q: Will data confidentiality be preserved with ChatGPT Edu?

A: Absolutely, data input into ChatGPT Edu will remain confidential and will not be used for model training, ensuring user privacy and protection.

Q: How is UNSW addressing environmental concerns associated with this initiative?

A: UNSW intends to purchase carbon credits to counterbalance the emissions associated with the ChatGPT Edu agreement, reaffirming their commitment to sustainability.