Australian tech leaders hail AI shift to core business

Australian technology leaders have used Worldwide AI Appreciation Day to highlight the shift from experimental projects to artificial intelligence embedded in core business operations. Executives from Zetifi, Adactin and ICXeed said the focus has moved from models and algorithms to data quality, ethical use and human oversight.

The remarks reflect a broader change in how organisations approach AI. Early pilots and proofs of concept have given way to large-scale deployments in customer service, logistics, government and professional services. They also point to growing attention on the role of non-technical staff in shaping how systems behave inside companies.

Regional broadband start-up Zetifi is seeing this shift at the edge of networks, where AI agents increasingly sit between field staff, devices and central systems. Founder Dan Winson said the discussion now centres on whether organisations structure and manage their data in a way that supports real-world operations.

"AI Appreciation Day is a good reminder that the conversation has moved on. The question is no longer whether AI works, it's whether your data does. An agent is only as good as what it can reach and how well it reflects the way your business actually operates. That's where citizen developers come in: the fleet controller, the service lead, the office manager - people who know the company's policies - are now the ones building these tools. They decide what to escalate, what to ignore, and turn a process that once depended on one person being available into something that runs reliably. The teams winning right now are not the ones with the cleverest model. They're the ones whose data actually does something," said Dan Winson, Founder, Zetifi.

Winson's comments underscore a trend in which subject-matter experts configure workflows and decision rules on top of large language models from cloud providers. This reduces reliance on scarce specialist developers and draws on the detailed operational knowledge within teams.

Consulting and testing firm Adactin is seeing similar patterns across its client base. Technical Practise Director Srinivas Gutta described AI Appreciation Day as a chance to assess both AI's current impact and the responsibilities that come with deployment.

"As we recognise AI Appreciation Day, it is important to acknowledge the significant impact artificial intelligence is already having across industries, businesses and our daily lives. While AI is still in its early stages of maturity, it has demonstrated its ability to improve efficiency, automate repetitive and mundane tasks, and enable people to focus on higher-value work that requires creativity, critical thinking and human judgment.

From customer service and healthcare to education, government and technology, AI is helping organisations operate more effectively and make better-informed decisions. For individuals, AI-powered tools are simplifying everyday activities, saving time and enhancing productivity.

AI Appreciation Day is not only an opportunity to celebrate the innovation and benefits that AI brings today, but also to recognise its immense potential for the future. As the technology continues to evolve, responsible adoption, ethical use and human oversight will remain critical to ensuring AI delivers meaningful and sustainable value for society.

The journey of AI is only just beginning, and the opportunities ahead are both exciting and transformative," said Srinivas Gutta, Technical Practise Director, Adactin.

Customer experience specialist ICXeed pointed to rapid change in front-office operations. Co-Founder and Chief Customer Officer Ryan Rayner said contact centres and service teams now rely on AI for decision support during live interactions.

"AI Appreciation Day is a great moment to pause and recognise just how quickly AI has moved from 'nice experiment' to critical business infrastructure. In customer experience especially, AI is now powering everything from intelligent routing and next-best action to real-time personalisation and proactive service. But for all the excitement about what AI can do, I think this day is also about appreciating how we use it - responsibly, securely, and in ways that genuinely improve people's lives rather than just automate them," said Ryan Rayner, Co-Founder and Chief Customer Officer, ICXeed.