We helped Rise take their first step into the digital world by developing a brand-new website when they launched their business. A few years later, we collaborated on a redesign to reflect their ongoing growth and expanding services.

AANT AI Agent

Artifical Intellegence

Presentation of NLC elearn

AI Agent Development

Business strategy

about this project

How we helped AANT turn a customer service crisis into an AI success story

When organisations introduce digital change, the biggest challenge is rarely the technology itself — it’s how people adapt to it.



That’s exactly what happened when AANT updated their fuel discount system.

The Challenge: When Digital Change Meets Real-World Users

In August 2025, AANT transitioned away from physical fuel discount cards, requiring members to update their mobile app to access the new digital version to be able to redeem 8c fuel discount.


On paper, it made sense. In reality, it created friction.


A significant portion of AANT’s membership is aged over 60, and it was unexpected that so many would find updating an app difficult to navigate. Almost overnight, their customer service team was overwhelmed.


A box with a triangle and a circle in it.

AANT didn’t just need more people on the phones — they needed a smarter way to support their members.


The Approach: Designing an AI Agent that actually helps people

Captovate partnered with AANT to design and deploy an AI-powered voice agent — not as a replacement for staff, but as a frontline support system to handle repetitive, high-volume enquiries.


Within just seven working days, we built and launched a fully operational solution.


This wasn’t a generic chatbot. It was a carefully engineered experience.


We started by mapping the entire app update process, breaking it down into clear, step-by-step instructions that were easy to follow — especially for users who weren’t confident with technology.


From there, we:


  • Built a natural-sounding voice agent
  • Integrated it directly into AANT’s existing IVR system
  • Designed conversational flows that could respond to real user behaviour
  • Embedded AANT’s tone of voice to ensure a consistent brand experience


One of the most important insights came during testing.

Many callers needed more time to respond as they worked through the steps — something traditional automated systems often don’t allow for. Early versions of the agent were ending calls too quickly.


So we adapted.


We introduced confirmation prompts like “Are you still there?” and extended response windows, making the experience feel more human and less rushed.

A box with a triangle and a circle in it.

The Result: Immediate Impact at Scale

The impact was both immediate and measurable.


  • 208 calls handled in the first week
  • Over 1,000 calls in the first month
  • No need to hire 3–4 additional temporary staff
  • Significant reduction in pressure on the customer service team


Most importantly, it worked in the way it was intended.

The AI agent handled repetitive, process-driven enquiries, freeing up AANT’s team to focus on complex support and revenue-generating conversations.


Service levels improved. Customer frustration dropped. Staff regained control.

More than a tool: Shifting the perception of AI

One of the biggest wins wasn’t just operational — it was cultural.


Like many organisations, there was initial concern about what AI might mean for staff roles.

But once the agent was in place, the perception shifted.


The team saw firsthand that AI wasn’t replacing them — it was supporting them. It removed repetitive workload and created space for higher-value interactions.


From day one, the solution was designed with transparency and responsibility at its core.


  • Callers were clearly informed that calls were recorded
  • Data was used strictly for improving performance and accessibility
  • Human oversight remained part of the process
  • The experience was designed to be inclusive and accessible for older users



This wasn’t just about deploying AI — it was about deploying it properly.


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Community totem

The website also incorporates a series of custom illustrations representing each community, provided by the council. These illustrations include symbolic animals such as the cockatoo for Wadeye and the emu for Palumpa.



Integrated across the site, the illustrations align with the council’s brand palette of earthy tones including brown, dark red and black. They add a distinctive visual layer to the website while reflecting the identity and individuality of each community.

Making it easier to find jobs with council

Employment opportunities are an important part of council engagement with local communities. The website now features a dedicated Employment hero section that highlights available positions and encourages people to explore career opportunities with West Daly Regional Council.


A customised job listing interface allows users to filter positions by:

  • industry
  • community
  • department


This makes it easier for visitors to quickly identify roles relevant to them and supports the council’s efforts to promote local employment.

The bigger picture: A scalable model for the future

What started as a rapid response to a service bottleneck has now become a foundation for long-term innovation.


The AI agent created a repeatable model for handling high-volume, repetitive enquiries — one that can be adapted across different parts of the organisation.


It also helped build internal confidence in AI, opening the door to:



  • New automation opportunities
  • Improved customer experience design
  • Smarter operational workflows


Most businesses don’t have a customer service crisis — but many have hidden inefficiencies, repetitive tasks, and pressure points that quietly impact performance.


AI agents aren’t about replacing people.


They’re about creating capacity.

Streamlining document publishing with Doc Assembler

Many councils use Doc Assembler to manage the publication of agendas, minutes and other formal documents that must be accessible to the public.


To simplify the council’s workflow, Captovate integrated Doc Assembler directly into the website. Documents published within Doc Assembler automatically appear on the relevant pages of the council website.


This integration removes the need for council staff to upload documents twice, reducing administrative workload while ensuring the website always displays the most up-to-date information.


The integration is designed to pull only specific document categories through the Doc Assembler HTML feed, ensuring confidential materials remain hidden while approved public documents are published automatically.

Smarter filtering for news and public notices

Council websites play a key role in communicating updates to communities across the region. To support this, Captovate developed a custom filtering system for news and public notices.



Visitors can filter updates by both community and content type, making it easier to find relevant announcements and stay informed about what is happening locally.


This feature improves the overall user experience and ensures important information can be quickly located.

Agent Audit

Are you interested to understand how AI Agents can help your business.

Take our agent audit and we will be in touch.

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