Artificial intelligence is already helping Australian businesses improve customer service, lift productivity and support workers, but leaders say success depends on building confidence in how the technology is used.
At CommBank’s Accelerate AI event in Sydney, CEOs and founders said AI was moving from experimentation to practical use, with benefits emerging across retail, technology and professional services.
Bunnings is one example. Earlier this year, the retailer launched Buddy, an AI shopping assistant that helped 25,000 customers with DIY projects in a single week. It has also rolled out an AI chatbot for 50,000 staff across 400 stores nationwide.
Chief customer officer Rachael McVitty said Bunnings had taken a simple approach to building trust: customers always know when they are interacting with AI, the tool uses verified information, and people can still speak to a team member when needed.
At Canva, co-founder Cliff Obrecht gave ChatGPT an unorthodox test shortly after it launched: plan a global camel delivery service, including logistics, routing and turnaround times.
The model produced a complete operational plan, despite the abstract challenge Obrecht expected would break the technology. At that moment, he knew what needed doing.
“If we weren’t going to disrupt ourselves, we were going to be disrupted,” he said of Canva’s approach to implementing AI into its operations.
While speakers pointed to growing use of AI across Australia, some noted the technology remains in its infancy.
“If the ultimate measure is impact, we are less than one per cent of the way in,” Seek founder and technology investor Paul Bassat said.
But that doesn’t mean people should wait for the technology to mature before adopting it.
“If you don’t adopt AI, almost certainly you will lose market share. And ultimately, you will go out of business.”
Read the full story at CommBank Newsroom.
