ATO Seeks AI Contact-Centre System Overhaul

The Australian Taxation Office this week released tender documents for RISE, a five-year project to replace its 1999 Genesys Engage contact-centre system by December 2028 and modernize customer service. The agency says AI — including configurable machine learning and LLM features like prompt chaining and self-correction — is highly desirable while strictly forbidding ATO data for external model training; bidders are due March 2.