Case study
Land Services South Australia reduces contact centre loadwith expert AI customer service
How Land Services SA uses Airgentic to help customers find accurate land titles, property information and transaction guidance around the clock.
15–20%
reduction in contact centre load
7
Customer Experience staff
95%
of questions answered
Average
A simpler path through a complex service domain
Land Services SA provides important services on behalf of the South Australian government, including management of the Land Title registry, making them a central pillar of the SA property industry. Its Land Services SA and Property Edge websites support customers statewide with essential information and digital services.
Their challenge was not simply enquiry volume. Many questions surrounding land titles depend heavily on the user's exact situation. A seemingly straightforward question about a title can change depending on the transaction type, whether the title is digital, whether a subdivision is involved, and what the customer is ultimately trying to do.
The result is a self-service experience that can clarify context, route customers to the right expert agent and provide accurate guidance without forcing customers to navigate across multiple website pages.
The challengeHigh-volume enquiries in a context-heavy domain
Land titles, land division, property valuation and official document ordering questions are rarely one-size-fits-all. Customers may only be active in this space once or twice in their life — so they do not know the correct terminology, the relevant product, or even which service area their question belongs to. That creates a dual challenge for customer service teams: high volumes of repeatable enquiries, combined with enough ambiguity that simple FAQ search is often not enough.
- Customers needed faster answers, including outside office hours.
- Contact centre staff needed relief from repetitive enquiries and a way to reduce call handling time.
- Land Services needed customer-facing AI that could handle nuance without losing control over accuracy.
- Website users needed a simpler path to transact when they did not know the right search terms.
Before Airgentic, ambiguous customer questions often required contact centre intervention. Staff were spending time interpreting what a customer meant, identifying the right pathway and pointing customers to the correct forms, products or processes.
A multi-agent AI customer service layer built for specialist property enquiries
Airgentic configured a specialist AI customer service experience across the Land Services SA and Property Edge websites. Rather than relying on a single general chatbot, the solution uses a frontline agent and specialist expert agents that reflect Land Services' real service domains.
The frontline agent handles general enquiries such as jobs, ABN details and contact information. When a question matches a specialist service area, Airgentic routes the user to the most relevant expert agent, which can clarify the customer's situation before providing grounded guidance.
Specialist agents that match real service domains
Each agent is configured for a distinct part of the land and property journey, so customers reach the right expertise without guessing which page to visit.
Frontline Agent
Handles general enquiries that do not match a specialist domain, including contact details, jobs and organisation information.
Title Ownership Searches
Covers title copies, history, ownership or name changes, ownership after death, dealing searches, by-laws and historical title questions.
Land Division and Plans
Supports subdivision, title amalgamation, boundary and fence adjustments, land division processes, plan lodgement, site plans and professional help pathways.
Registration Lodgement and Forms
Guides document lodgement, forms, instruments, agent codes, verification, dealing status, processing times and lodgement payments.
Valuations and Property Information
Handles statutory values enquiries, valuation products, historical valuations, objections, year built details and value versus sale questions.
SAILIS Accounts and Orders
Supports account setup, logins, guest versus account ordering, downloads, receipts, refunds, customer references, transaction history and order support.
Specialist routing reflects real demand
The analysed agent distribution shows that specialist questions dominate the customer experience. Title ownership searches alone accounted for more than a third of questions, with lodgement, SAILIS and frontline enquiries close behind.
1,172 questions in the analysed period.
A service that keeps evolving with real questions
The Airgentic admin portal provides rich user data, including user questions and AI answers. It also enables the team to add context and refine agent instructions so the solution continually evolves with customer needs.
Lower contact centre load, faster service and better self-service
Airgentic has reduced LSSA contact centre load by 15–20%. Customers can now get immediate help with many common and specialist questions, while contact centre staff can spend more time on complex cases that genuinely need human judgement.
15–20% reduction in contact centre load
A measurable reduction in enquiries requiring contact centre handling.
Reduced call handling time
Staff use the agent internally to locate guidance and resolve calls more efficiently.
Less website journeying
Users find information more directly, with less need to move across multiple pages.
Improved access for unsure users
Customers can describe their situation in plain English and still find the right path.
Context-first AI for a domain where details matter
The key difference is that Airgentic does not treat every enquiry as a keyword search. In property transactions, the correct answer often depends on the customer's role, the product they need, the transaction they are completing and the stage of the process they are in.
Airgentic's expert agents can ask clarifying questions when the user's intent is unclear, then respond with guidance tailored to that specific context. This is particularly valuable for customers who are unsure what to search for, because they can explain the situation in natural language rather than navigating menus or guessing terminology.
Governance and controlAccurate answers with human oversight
For LSSA, accuracy and control are essential. Airgentic supports carefully configured knowledge sources, robust AI guardrails and the ability to curate or override responses when needed.
- Answers are grounded in approved Land Services knowledge sources.
- Guardrails keep the assistant inside the service domains it is configured to handle.
- The team can curate or override responses as real customer questions reveal new edge cases.
This helps LSSA maintain confidence in customer-facing answers while still delivering a fast, scalable digital service.
From the customer
“Airgentic's chatbot has improved the user experience and outcomes for many of our visitors, particularly members of the general public who infrequently interact with our services, but when they do, it tends to be for matters of personal importance. In doing so, it has noticeably reduced call centre demand. The expert agent model is especially valuable in title ownership matters, where the right answer often depends on a customer's exact context and requirements.”
A new digital front door for land and property services
By combining specialist routing, contextual clarification and governed AI responses, Airgentic has helped Land Services turn a complex service domain into a simpler, faster digital support experience.
Customers can now find the information they need with less effort. Staff can resolve calls faster and focus on higher-value work. LSSA gains a scalable way to support customers across their websites, while continuing to improve content through the insights generated by real customer questions.