Note re image above: The 2024 data point is based on the survey indicating 63% adoption among Australian organisations. (TechRepublic)
A quick refresher: Conversational AI refers to systems that can understand and respond to human input via voice or text—think chatbots, voice assistants, or smart interactive voice response (IVR) systems. Generative AI takes it a step further, creating entirely new content (text, images, audio, code, etc.) in response to specific prompts. These tools utilize large language models (LLMs) trained on extensive datasets to produce results that are increasingly more human-like. Scary, in some ways.
Common use cases in Australian industries
Australian organisations are embedding AI into operational workflows to address real-world challenges. Key applications include:
- Customer service automation
Businesses are deploying AI-powered chatbots and virtual assistants to deliver 24/7 customer support, thereby reducing wait times and enhancing service quality. For instance, the Commonwealth Bank’s AI chatbot handles approximately 50,000 daily inquiries, enhancing customer interactions and operational efficiency. (The Australian) - Healthcare support
AI is being utilised to assist in patient care and administrative tasks. In aged care, AI-powered robots are trialled to provide companionship and monitor residents’ well-being, addressing workforce shortages and enhancing care quality. (Inside Ageing) - Content creation and marketing
Marketing teams are leveraging generative AI to produce content, from social media posts to video scripts, enabling scalable and personalised marketing strategies. - Financial services enhancement
Banks are implementing AI to monitor transactions for fraud and provide personalised financial advice, thereby improving customer trust and operational security. (The Australian) - Real estate listings
Real estate agencies are employing AI to generate property listings and marketing materials, streamlining operations and enhancing property presentations. However, it’s crucial to verify AI-generated content to avoid inaccuracies. (The Guardian)
The growth trajectory in Australia
The adoption of generative AI in Australia is significant. A survey revealed that 63% of Australian organisations are using generative AI, positioning Australia ahead of the global average of 54%. (TechRepublic) Furthermore, generative AI technologies could add up to AUD 115 billion annually to the Australian economy by 2030. (All About AI)
Donnabrook guides organisations in evaluating and adopting conversational AI, and next-generation AI-enabled integrated voice platforms, enabling automation, real-time insights, and seamless integration across the enterprise. We help improve customer experience, support compliance, and deliver measurable outcomes by aligning with operational goals and industry-specific communication needs.
Image below: Bar chart: Economic impact of generative AI in Australia by 2030
Note re image below: These figures are illustrative, based on the
projected AUD 115 billion annual contribution of generative AI to the
Australian economy by 2030. (All About AI)
