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Ai Group - Australian Industry Group

12/05/2025 | News release | Distributed by Public on 12/04/2025 20:19

DBrief: AI at Work - Unlocking Efficiency in Customer Service and Steelmaking

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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 Takeaways

  • Effective 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 Industry

Contact the Industry Development & Policy team here.

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Louise McGrath

In her role as Australian Industry Group's Head of Industry Development and Policy Louise provides strategic leadership and guidance for Australian Industry Group's policy agenda in building competitive industries through global integration, infrastructure development and innovation. She ensures that through policy leadership members have a voice at all levels of government, by representing and promoting their interests on current and emerging issues.

Louise represents Australian Industry in several multilateral forums, such as the B20 Taskforces, Global Business Coalition, and the East Asia Business Council working group on RCEP. She advocates for the interests of Australian Industry Group members during Free Trade Negotiations and translates those agreements to support the strategic aims of members. She is a member of CSIRO's Responsible Use of Artificial Intelligence Think Tank and the Manufacturing Advisory Group, the NESP Sustainable Communities and Waste Hub and the Advisory Group of The Australian Consortium for 'In-Country' Indonesian Studies (ACICIS).

Louise has studied a Bachelor of Arts (Arabic Language and Culture) at Deakin University and an Advanced Diploma in International Trade at RMIT. She has also studied Arabic at universities in Jordan and Egypt.

Ai Group - Australian Industry Group published this content on December 05, 2025, and is solely responsible for the information contained herein. Distributed via Public Technologies (PUBT), unedited and unaltered, on December 05, 2025 at 02:19 UTC. If you believe the information included in the content is inaccurate or outdated and requires editing or removal, please contact us at [email protected]