By @iTnews_au
Publication Date: 2026-01-20 19:57:00
The Australian Taxation Office is relying on AI technology to more efficiently handle the up to 20 million interactions processed by its contact center each year.
The search for AI applications is being conducted as part of a massive, five-year contact center system transformation project codenamed RISE – short for “Reimagined Interactions Streamlined and Effective.”
RISE transformation tender documents released over the weekend indicate that the agency must completely replace its current system, Genesys Engage, by December 2028.
Engage shipped in 1999 and is now nearing the end of its lifespan.
