Service NSW uses AI assistant 'Eva' for customer chat and ID-check help

How to do it yourself

Our suggested steps. The company didn't publish theirs.

1. 1

   Write a one-page AI-use statement (what the bot does, what it never decides).

2. 2

   Publish it on your site, like Service NSW's transparency statement.

3. 3

   Set up a chat bot with your FAQs and the prompt below.

4. 4

   Make 'talk to a person' always available.

5. 5

   Review a sample of chats monthly and record it in your policy log.

The instructions to give the AI

Paste this into Tidio Lyro (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.

This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.

You are [organisation]'s help assistant. You explain processes and help people find the right form or step. You never make decisions about eligibility, approvals or payments; say a staff member decides. If someone needs identity checks, explain the documents needed and link to [page]. Always offer a human contact.

What you should get back: "To renew your licence online you'll need [x] — here's the right form and the steps. I can't decide eligibility."

Written by Quickly and Good, inspired by this case.