Technology
Altona Businesses Deploy Generative AI for Direct Customer Discovery
Local firms are moving beyond simple automation as generative AI shifts from a backend tool to the primary point of contact for customer discovery.
How we reported this
Altona’s business district is undergoing a fundamental shift in how it connects with the public, with nearly 40% of small businesses now actively integrating artificial intelligence into their daily operations. Data from 2024 shows that adoption rates among local enterprises have surged, climbing between 38% and 78% year-over-year. As traditional search methods lose ground, conversational AI assistants are stepping in, pulling data directly from business profiles, recent reviews, and social media feeds to guide consumers toward local services.
Shifting from Search to Conversation
The reliance on legacy search engines is waning, with 49% of consumers reporting they used generative AI over the past year to locate businesses in their vicinity. This pivot is forcing a change in strategy for local owners, who are moving away from static web pages toward dynamic platforms. For the typical firm, this means prioritizing AI-driven tools that can manage the complexities of modern digital engagement, such as 24/7 call handling via AI receptionists and chatbots designed to navigate website inquiries in real-time.
Support for Local Adoption
For small and medium enterprises struggling to manage this transition, support networks are providing clearer roadmaps for implementation. Government-backed initiatives, including the ARM Hub and SMEC AI, offer dedicated consultation services, technical training, and customized adoption strategies for those operating in regional areas. These centers are designed to demystify the technology, helping owners move beyond the initial phase of AI accounting and transaction categorization into more complex customer-facing systems.
As these tools become more accessible, the focus for the remainder of 2026 remains on marketing and customer engagement. Global research indicates that 77% of small business owners identify these two areas as having the highest potential for impact. With over 50% of small businesses currently exploring new implementation avenues, those who start with centralized AI writing assistants for content creation are likely to see the most immediate results in their discovery metrics. Owners looking to modernize their customer interface can access further resources through the official government portal at business.gov.au/online-and-digital/artificial-intelligence.