Sparkie is helping Brighter Super’s contact centre teams access the right information with greater accuracy, speed and relevance.

Melbourne, Australia – NRI Australia & New Zealand (NRI) has delivered an Agentforce-powered AI solution with Brighter Super, marking the first deployment of Salesforce Agentforce in the Australian superannuation industry.

Known as Sparkie, the new AI solution is now live within Brighter Super’s highly regulated contact centre environment. It helps teams surface relevant information from detailed insurance documents, knowledge articles and other sources to support member enquiries.

James Gyton, Chief Operating Officer at Brighter Super, said:

“In superannuation, where member needs can be complex and the information behind every conversation matters, AI has to solve a real problem. For us, that means helping our people navigate complexity with greater confidence and better support our members.

“Sparkie puts that principle into practice, strengthening the support available behind the scenes while keeping the member relationship firmly human. That is the role we want AI to play: enabling better conversations, not replacing them.”

As part of the implementation, NRI configured Agentforce’s reasoning capability to meet Brighter Super’s specific knowledge and retrieval requirements. During testing, the solution achieved close to 100% retrieval accuracy across hundreds of test scenarios, helping validate the consistency and relevance of the information surfaced to consultants.

Gareth Edwards, General Manager, Salesforce at NRI, said:

“This is a landmark delivery for NRI’s Salesforce practice and an important step forward in our Agentic AI capability. With Brighter Super, we’ve had to solve one of the hardest parts of enterprise AI: delivering information that is consistent, relevant and sufficiently reliable for people to use with confidence.

“We’ve worked through the retrieval, reasoning and consistency challenges that determine whether an AI solution can be relied on in practice. That experience is incredibly valuable because it demonstrates what it takes to turn Agentic AI from an interesting technology into a practical business capability.”

Making trusted knowledge easier to access

For contact centre consultants, finding the right information quickly is critical, particularly when supporting members with complex or highly personal questions. It is also central to effective onboarding and knowledge transfer across teams.

Brighter Super’s challenge reflects a broader issue facing many large organisations: important knowledge is often fragmented across systems, documents and subject matter experts.

For Brighter Super, early use of Sparkie is already showing encouraging signs of helping consultants resolve more enquiries directly, reducing the need to escalate questions to team leaders and subject matter experts.

For a fund known for its super support, strengthening the tools and trusted information available to its people is another way Brighter Super is helping deliver more confident, informed and consistent member conversations.

The solution has also created a reusable knowledge foundation that can be extended across other teams and use cases while maintaining the accuracy, governance and traceability required in a highly regulated environment. The delivery patterns and experience gained through Brighter Super are now helping shape NRI’s broader Agentic Knowledge offering, with potential application across financial services, government, healthcare, utilities and other knowledge-intensive industries facing similar knowledge challenges.

Media contacts

Nicolee Simpson
Senior Consultant, Cole Lawson Communications
M: 0406 038 117
E: [email protected]

Akanksha Aggarwal
Senior Content Manager, NRI Australia & New Zealand
E: [email protected]

About Brighter Super

Brighter Super is a member-owned, Queensland-based superannuation fund, with over 340,000 members and more than $38 billion in funds under management as at 30 June 2026.

Following the merger of LGIAsuper and Energy Super, and the acquisition of Suncorp Super, Brighter Super is proudly the third largest non-government financial institution* in Queensland. The fund is dedicated to being right by members’ sides, empowering them to retire confidently with advice, focusing on solid performance and low fees.

Find out more: brightersuper.com.au

About NRI

Nomura Research Institute, Ltd. (NRI) is a Tokyo-listed global consultancy with annual revenue of over AUD$8.1 billion. NRI Group has more than 16,000 employees in over 40 bases around the world, including New York, London, Hong Kong, Singapore, and Australia.

NRI in Australia and New Zealand delivers transformative digital outcomes through end-to-end services, including Performance & Technology, Quality Engineering and Managed Services. Backed by more than 3,500 experts across ANZ, the Philippines and India, NRI supports over 300 enterprise and government clients.

Find out more: nri-anz.com

*Based on assets under management of non-government financial institutions in Queensland

Brighter Super Trustee (ABN 94 085 088 484 AFS Licence No. 230511) (“Trustee”) as trustee for Brighter Super (ABN 23 053 121 564) (“Fund”). Brighter Super may refer to the Trustee or the Fund as the context may be. Brighter Super products are issued by the Trustee on behalf of the Fund. This media release provides general information only and does not take into account your individual objectives, financial situation or needs. You should consider whether it is appropriate for your needs prior to making any decisions and consult a licensed financial advisor if you require advice. Obtain and consider the Product Disclosure Statement and Target Market Determination before making any decision to acquire any products. Visit https://www.brightersuper.com.au/pds-and-guides