AI in ANZ: From cautious adoption to competitive advantage

A case of caution for AI adoption

In boardrooms across Australia and New Zealand, AI is a hot topic. But not everyone is warming up to it.

While most business leaders recognise its potential, many are still approaching AI with caution. And it’s not because they don’t believe in the technology but rather because they don’t trust the data behind it.

Why ANZ businesses are holding back

A recent survey of ANZ retailers found that 82% are piloting or have deployed AI agents, yet only 9% trust those agents to manage the full customer journey without human oversight. The hesitation isn’t about AI itself, but the quality and consistency of its outputs. In fact, 68% of respondents cited concerns about AI reliability, and 64% flagged consumer scepticism as a major barrier. For smaller businesses, the challenge is even more practical: 73% of micro-retailers say financial constraints are the biggest hurdle to adoption.

But beneath all these concerns lies a deeper issue: data trust.

As one executive put it, “If the data isn’t trusted, the insights AI delivers are questionable.” AI is only as good as the data it’s trained on. When data is fragmented, inconsistent, or poorly governed, AI outputs become unreliable, and business leaders lose confidence.

That’s why SAP’s approach to AI starts with a trusted data foundation. Through the SAP Business Technology Platform, organisations can harmonise data across platforms without duplication, using smart tools like data federation and zero-copy architecture. This ensures that AI models are built on consistent, high-quality data giving leaders the confidence to scale AI beyond pilot projects.

The link between data trust and AI success

SAP’s AI strategy isn’t about adding bots to do repetitive tasks. It’s about embedding intelligence into core business processes. Tools like Joule Copilot and a network of Joule Agents automate complex workflows across finance, HR, and supply chain. These agents are designed to work across systems, making decisions and orchestrating actions that go far beyond traditional automation.

Here are just a few examples of measurable impact:

These aren’t just incremental improvements; they’re transformative shifts in how work gets done.

This shift from task automation to process orchestration is what sets SAP’s AI apart. Traditional Robotic Process Automation (RPA) tools are great for handling simple, rule-based tasks, but they fall short when it comes to managing complex, cross-functional processes. SAP’s AI agents, powered by Joule, act as super orchestrators capable of managing everything from demand planning to procurement negotiation.

Learn how professional services firms are applying these tools in our blog: Agile and intelligent professional services.

From automation to orchestration

For ANZ businesses, this means moving from cautious experimentation to confident transformation. By embedding AI into everyday operations, and grounding it in trusted data, organisations can unlock agility, resilience, and competitive advantage. It’s not just about doing things faster; it’s about doing them smarter.

Consider a mid-sized retailer in New Zealand that piloted AI to streamline its customer service operations. Initially hesitant, the company used SAP’s AI tools to analyse customer queries and automate responses. Within months, they saw a 40% reduction in response times and a measurable increase in customer satisfaction. The key to their success? A strong data foundation that ensured the AI was learning from accurate, relevant information.

For more on how AI is transforming retail, see our blog: Retail revolution.

What this means for ANZ businesses

Whether you're a CFO looking to improve forecasting, a CIO driving innovation, or an HR leader focused on employee experience, SAP’s AI-powered tools offer real, measurable value.

And with EPI-USE ANZ’s expert services in SAP Business Technology Platform, HR and payroll, and business process optimisation, you’ll have the guidance you need to make AI work for your business.

Let’s talk about how you can build a trusted data foundation and embed AI into your core processes.

Contact EPI-USE ANZ to start your journey toward intelligent transformation.

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