AI at Work - Unlocking Efficiency in Customer Service and Steelmaking

In our new report, the Australian Industry Group and the Australian Government’s National Artificial Intelligence Centre explore how Australian businesses are embracing and integrating Artificial Intelligence (AI) into their daily operations, highlighting how AI benefits companies, their people, and Australian industry. The report covers six diverse companies - two of which join us in this podcast.Discover how Dux revolutionised customer support by deploying an Agentive AI voice-agent system, ensuring hot water issues are resolved quickly—even after hours. Built with strict safety protocols and multilingual capability, it streamlines cases, sends instant diagnostic links, and integrates seamlessly with human teams. The results? Faster response times, 75%+ first-call resolution, higher customer satisfaction, and global interest in a scalable, future-ready solution.We also discuss AI adoption in the domestic steelmaking industry. InfraBuild shares innovative approaches to sustainability and traceability through AI technology, including implementing a bundle tagging machine to enhance product traceability, collaborating with academic institutions for R&D, and upskilling the workforce to adapt to automation.Key TakeawaysEffective support is essential for maintaining customer relationships, and after-sales service is crucial for customer satisfaction.AI in customer support can solve the challenge of operating across different time zones.Finding staff for early hours is difficult, and roles can be demanding - AI helps alleviate this pressure.Traceability in steel production is vital for quality assurance, and automation improves safety and efficiency.AI implementation can unlock operational bottlenecks and strengthen customer confidence through robust traceability.AI enhances decision-making, not replaces human workers.Upskilling the workforce is critical for adapting to new technologies.Building a business case for AI involves more than financial returns.Download the full report Artificial Intelligence: Positive for companies, their people, and Australian IndustryContact the Industry Development & Policy team here.