Tilly, InfoTrack’s AI assistant: 245,000 questions answered and 2,000 orders placed

Nikky Shourie, Head of Engineering, InfoTrack
November 4, 2026

A year ago, the idea of asking an AI assistant to place a title search or chase a property certificate would have sounded ambitious. Today, more than 6,700 InfoTrack clients have done exactly that, asking Tilly over 245,000 questions and placing close to 2,000 orders since her introduction in June 2026.

Who is Tilly?

I hope you have already met her. I hope you know her, and most of the time are quietly loving her.
Tilly is our in-platform AI assistant. We built her to put two things at your fingertips: the enormous knowledge base of our support consultants and product managers, and our brand new MCP product suite. She is happy to help and even happier to learn.
Ask her the questions you would normally call us about. How do I order a title search? Can you chase my property certificate? Why has my order errored? What’s the status of my order? She’ll sort it.
She can also do the work, not just talk about it. Ask her to place a title search, pull an ASIC Organisation Extract or even run an AML Onboarding, and she’ll take it from there.

Why should you speak to her

A lot has changed in the last year. AI has crept into almost every part of our lives, and some days it feels like we’ve woken up in a parallel universe. Exciting, scary and confusing, often all at once. The software industry has had a tectonic shift in how we work. Things we spent years learning have been flipped on their heads. Personally, it was a challenging time for me and my team. We’ve since adapted and learned how to use AI to our advantage, but the biggest lesson was simpler than that: AI is just another tool in the toolkit. It makes us better and faster and frees us up for the complex problem solving that needs a human. The opportunity right now is to spend less time on the mechanics and more time on the thinking. That’s true for us, and it’s true for you. That’s what Tilly is for. She’s your 24/7 assistant: she handles the common support questions, puts the knowledge of our experts at your fingertips, and keeps your focus on the work that needs you.

How is she doing?

Better than we dared hope. Since her official introduction in June 2026, more than 6,700 clients have talked to Tilly and asked her over 245,000 questions. You have placed close to 2,000 orders through her. That’s not a pilot. That’s a colleague.

She has also caught the eye of people outside InfoTrack. On 30 October 2026, InfoTrack was named winner of the AI Innovator award in the Legal Services Provider category at the 2026 Australian AI Awards, where Tilly also helped make us a finalist in the Best Use of Agentic AI category. The awards are Australia’s largest recognition programme for AI, spanning 37 categories, with finalists chosen by an independent panel of AI experts from industry, academia and government. We were in strong company, sitting alongside names like Thomson Reuters, LEAP and Equifax.

The award that matters most, though, is the one you give her every day. Every conversation teaches her something. She is learning from you and trying to do more and be more of what you need her to be.

What does the future look like?

Innovation has always been at the core of what InfoTrack stands for, and that isn’t changing. AI is the cutting edge of innovation today, and we’ll keep leveraging it.

What also won’t change is the value underneath all of it: caring for clients. Tilly exists to make your day easier, not to put a chatbot between you and a human. Every piece of feedback you give her, every question she gets wrong, every workflow you wish she could handle, that’s the curriculum we’re teaching her from. Keep telling her and keep telling us.

Behind the scenes, Tilly is also levelling up and giving our own helpdesk consultants super-powers to serve you better. She is changing how we train new hires, and she is giving our experienced consultants time back for the complex matters that need a human brain. The payoff for you is simple: faster responses, from people who have more time to get it right.

So, if you haven’t said hello to Tilly yet, go on. She’s waiting in the platform, and she would love to meet you.

About Nikky Shourie

Nikky Shourie is Head of Engineering at InfoTrack and has worked in the software industry since 2010, building more than 15 years of experience across product development and engineering leadership. She leads InfoTrack’s engineering teams in delivering the technology practitioners rely on every day, with a focus on building reliable, secure products and helping teams make the most of emerging tools such as AI.