We are proud to share this customer story with Land Services SA.
Since implementing Airgentic, Land Services SA has achieved a 15–20% reduction in contact centre load, while giving customers faster access to the information they need, 24/7.
Not one chatbot — a team of specialist agents
What makes this use case particularly interesting is what sits behind the experience.
Rather than deploying a single general chatbot, we built a six-agent AI customer service team: one frontline agent supported by five specialist expert agents.
- Frontline Agent
- Title Ownership Searches
- Land Division and Plans
- Registration Lodgement and Forms
- Valuations and Property Information
- SAILIS Accounts and Orders
When a customer asks a question, Airgentic can understand what they are trying to achieve, route them to the right expert agent, ask clarifying questions where needed, and provide guidance based on their specific situation.
The results
- 15–20% reduction in contact centre load
- Average 95% of questions answered
- Faster access to information for customers
- Reduced call handling time for staff
- Less time spent navigating multiple website pages
- 24/7 support for common and specialist enquiries
This is a good example of where AI customer service is heading. Not one chatbot trying to answer everything, but a team of specialist AI agents, each designed around the areas where customers actually need help.
A huge thank you to the Land Services SA team for trusting Airgentic to be part of their customer experience.
Read the full Land Services SA case study.
