Agentic AI adoption in ANZ enterprise is now visibly ahead of global averages

ANZ is no longer just talking about agentic AI. Major businesses are putting it into day-to-day operations. ANZ Bank has embedded Salesforce Agentforce across its national business banking rollout, described as a first at APAC scale. Wesfarmers has AI agents running in production across Kmart, Officeworks, Bunnings and Priceline.

That matters because the conversation is shifting from pilots and internal demos to customer-facing work. These systems can take on parts of service, sales and support processes where staff currently need to find information, complete steps across systems, or respond to routine requests. The real test is not whether an agent can hold a conversation. It is whether it can do useful work reliably, with clear boundaries and a person able to step in when needed.

Research from Genesys CX also puts ANZ businesses above the global average for agentic AI adoption in customer service. Eighty-five percent say AI investment is critical to their customer experience strategy. For an owner or operator, that is a useful signal. Your competitors may already be building better response times, more consistent service and lower-cost handling for common customer requests.

The sensible next move is to identify one customer or operational process with high volume, clear rules and measurable outcomes. Start there, rather than trying to redesign the whole business at once. This is the kind of thing we build into an AI command centre, giving teams visibility over where agents are working, what they are doing and where human oversight is required.