Welcome to the One NZ Trust Hub
Our Responsible AI Kaupapa
We want to be the best mobile network in Aotearoa by leveraging the benefits of artificial intelligence (AI) safely, ethically and responsibly.
Responsible AI at One NZ means we use AI where it is safe and makes sense, but there is a human to support our customers where it matters most.
Our Responsible AI principles are the bedrock that all our AI solutions must adhere to before use within One New Zealand.
One New Zealand always puts our customers first. To aide us in our AI journey we have asked the people of Aotearoa your thoughts on AI to guide us and our strategy to deliver AI you want, responsibly.
Responsible AI at One NZ means we use AI where it is safe and makes sense, but there is a human to support our customers where it matters most.
Our Responsible AI principles are the bedrock that all our AI solutions must adhere to before use within One New Zealand.
One New Zealand always puts our customers first. To aide us in our AI journey we have asked the people of Aotearoa your thoughts on AI to guide us and our strategy to deliver AI you want, responsibly.
Transparency
We believe transparency in how and where we use AI is critical to building customer trust. We will always tell you upfront with a timely and explicit “AI in use” notice if you are engaging with an AI agent. We will never attempt to hide or conceal our use of AI tools, agents or solutions.
Here are some ways we use AI at One New Zealand:
Here are some ways we use AI at One New Zealand:
Customer Service
We leverage AI chatbots and voice services to better support our customers in a timely manner.
AI enables you to surface information quicker on our website and reduces your wait time when you do need to call us.
If you ask, you will always be able to reach a human. No fuss, no pushback, we will redirect you to ensure there’s a human to support you where it matters most.
AI enables you to surface information quicker on our website and reduces your wait time when you do need to call us.
If you ask, you will always be able to reach a human. No fuss, no pushback, we will redirect you to ensure there’s a human to support you where it matters most.
Staff use of AI
Over 1000 One NZ staff have access to enterprise-grade AI tools. We make sure your data is never used to train an AI model and we comply with NZ's Privacy Act.
All One NZ staff are trained in Responsible AI practices. Additional training and continuous learning are provided for those using AI day-to-day to support our customers.
All One NZ staff are trained in Responsible AI practices. Additional training and continuous learning are provided for those using AI day-to-day to support our customers.
Network operations
AI enables our network to react in real-time to events, whether that is higher network demand from a festival, or emergencies such as flooding, earthquakes, or storms to prevent network service blackouts.
AI makes the recommendations, but a human is always accountable.
AI makes the recommendations, but a human is always accountable.
Examples of our live AI solutions
One NZ FAQ agent
Providing fast FAQ-style answers to One NZ-specific queries, letting you get back to enjoying Aotearoa. Find it on our Contact Us page by selecting “Ask One NZ”.
Retail voice assistant
In selected retail stores our staff, with explicit customer consent, are recording customer conversations and summarising them using AI. Improving our understanding of customer interactions enables us to better serve you
Interactive voice
response agent
A voice AI agent to assist in our call centres to reduce your wait time and help with your questions quickly, easily and efficiently.
Order optimisation agent
Optimising backend processes to deliver our customers new devices in less time.
Enterprise support agent
Dedicated AI agents to support our enterprise customers.
Network optimisation agent
Reacting in real time to diagnose network issues and adjust our service to improve customer experience.