Encevia is pleased to share that our engagement with the Australian Federation of Air Pilots has been extended following the successful rollout of our AI member support platform to AFAP’s Qantas Pilot Council members.

The initial rollout was an important proving ground for Encevia.

AFAP’s Qantas members operate within a highly complex workplace environment, where the correct answer is often not found in a single clause, document or policy. It depends on how multiple rules interact, how they are applied in practice, and how different scenarios unfold in real time.

To achieve the level of accuracy required, the first phase of Encevia involved a significant amount of custom development. Many of the decision pathways, calculations and rule interpretations were coded directly into the platform to ensure the system could provide reliable, clause-backed answers rather than generic AI responses.

That approach allowed us to prove something important: AI can be used safely and effectively in complex member support environments when it is given the right structure.

“Encevia has added enormous value to our organisation. What impressed us most wasn’t just the technology, it was their ability to understand our needs, drive adoption, and deliver solutions that our team and members actually use every day.”

— Simon Lutton, Executive Director, Australian Federation of Air Pilots

But the next phase of Encevia is about making that structure easier to build, maintain and scale.

As part of the expanded rollout to Virgin Australia and Jetstar members, Encevia is transitioning from a founder-led, custom-coded implementation model to a platform-led model where domain experts can build and manage the logic themselves.

This is a major step forward for us as a company.

Rather than relying on software developers to manually code every rule, exception and scenario, Encevia is enabling union leaders, representatives and subject matter experts to build decision engines in a no-code environment.

These decision engines are the structured pathways the AI relies on when answering member questions. They allow the platform to follow agreed logic, apply the correct interpretation, surface relevant clauses, and guide members through complex workplace issues in a consistent and transparent way.

That distinction matters.

A standard chatbot can generate a plausible answer.

Encevia is being built to do something different.

Our goal is to help unions create AI systems that do not simply guess based on general knowledge or unstructured documents, but instead follow deterministic pathways designed by the people who understand the rules, the history, the exceptions and the agreed practice.

For unions, this creates a powerful opportunity.

Much of the expertise that members rely on sits inside the heads of experienced representatives, lawyers, industrial officers and workplace leaders. That knowledge is often deep, practical and highly contextual, but it can be difficult to capture and even harder to make available to members at the exact moment they need it.

Encevia helps turn that expertise into accessible, structured support.

By giving domain experts the tools to build the logic themselves, unions can preserve institutional knowledge, improve consistency, reduce pressure on frontline staff, and give members faster access to reliable information.

The expansion to Virgin Australia and Jetstar members is therefore more than a broader rollout. It marks the beginning of a new phase for Encevia: one where the people closest to the rules can directly shape the AI systems that support their members.

We are grateful to AFAP for their continued trust and support, and excited to continue working with their teams as Encevia expands across Australia’s major pilot groups.

This next phase reflects the broader future we see for AI in member-based organisations.

Not AI replacing human expertise.

AI structured by human expertise.

Built by the people who know the rules.

Designed to give members clearer, faster and more reliable support when it matters.