SMEC AI launches national line to aid SME AI adoption

SMEC AI has launched a national AI Information Line for Australian small and medium enterprises. The free service was introduced under the Australian Government's AI Adopt program.

The phone line is intended to give smaller businesses a first point of contact for adopting artificial intelligence through a single call. It is built and operated in Australia by SMEC AI, which describes itself as a federal government AI adoption centre.

The launch comes as businesses continue to test AI tools but often struggle to move beyond early use. Research cited by SMEC AI from Deloitte Access Economics found that about two-thirds of Australian small and medium businesses use AI in some form, but only around 5 per cent of those users are using it close to its full potential.

The same research found that more than half of SME workforces have only a basic or novice familiarity with the technology. Around a third of non-adopting small and medium businesses said they do not know where to begin.

How it works

Callers describe a business problem in plain language, and an AI voice agent answers the call and conducts a structured intake. The service then points callers to general AI options to consider and sends a written AI Information Summary by text after the call.

The summary is a plain-English recap of what was discussed and suggested next steps. Callers can also ask to book a time with a member of the SMEC AI team.

According to the organisation, the line was designed with safeguards and tested before launch. It identifies itself as an AI assistant at the start of each call, and every summary is logged and auditable.

Adoption gap

The initiative is aimed at a persistent problem in Australian small business technology adoption: interest in AI does not always translate into action. Cost concerns, uncertainty, and a lack of in-house expertise have slowed take-up among smaller firms, even as larger organisations expand their use of the technology.

Andrew Lai said the new line was designed to lower that barrier. "Most small businesses don't stall on AI because they aren't interested. They stall because they don't know where to start, and they can't afford to get it wrong. The AI Information Line removes that first barrier. We built this under the AI Adopt program so that trustworthy AI assistance isn't a privilege of big companies with big budgets. It's a free, national front door to AI for every small business in the country," said Andrew Lai, Managing Director, SMEC AI.

The service also serves as a public example of how AI can be used in customer interaction with explicit disclosure and human escalation options. That approach has become more prominent as policymakers and industry groups push for stronger safeguards around automated systems.

Economic case

SMEC AI pointed to wider economic stakes in arguing for broader uptake. Deloitte Access Economics modelling commissioned by Amazon estimated that around AUD $44 billion could be added to Australia's economy each year if 1 in 10 lower-maturity Australian small and medium businesses moved up one rung on the AI maturity ladder.

That estimate reflects a broader push in Australia to improve digital adoption among smaller enterprises, which make up a large share of the business population. For many of those firms, the first hurdle is less about choosing a specific tool than understanding which business problems AI may be able to address.

The National AI Centre has backed efforts to frame adoption around practical use and clear safeguards. Lee Hickin said confidence and accountability would shape whether smaller companies embrace the technology.

"Australia's opportunity in AI will be shaped by how confidently our small and medium businesses can adopt it, safely and purposefully. That means meeting them where they are, with practical and responsible support.

"Initiatives that are built to a high standard of safety and accountability help give the SME sector a clearer, more confident path to adopt AI, and that is good for the whole economy," said Hickin.

The AI Information Line offers general information rather than professional, legal, financial, tax, or clinical advice. SMEC AI also said it receives no commissions from any provider mentioned through the service.