Launched at a Melbourne industry forum with the National AI Centre, the AI Hotline offers Australian SMEs a quick and responsible first conversation about AI, anytime, anywhere.
The Small and Medium Enterprise AI Center (SMEC AI), a federal government AI adoption centre, has launched the AI Information Line, a free national telephone service providing Australian small and medium-sized businesses (SMEs) with practical and responsible assistance on adopting artificial intelligence in a single phone call.
Lee Hickin, executive director, National AI Center
The service was launched in Melbourne at an event co-hosted with the National AI Center (NAIC), where NAIC CEO Lee Hickin participated in a fireside conversation about Australia’s National AI Strategy and the future of AI adoption.
Available now at 1800 517 403 and at https://smecai.auThe AI Information Line is built and operated in Australia by SMEC AI under the Australian Government’s AI Adopt program.
Closing the AI adoption gap for small businesses
For most small businesses, the hardest part of AI is knowing where to start. Deloitte Access Economics research from November 2025 found that while around two-thirds of Australian small and medium-sized businesses now use AI in some form, only around five per cent of those using it do so near its full potential, and more than half of the SME workforce has only a basic or novice familiarity with the technology. For many, simply not knowing where to start remains one of the biggest barriers: around a third of non-adopting SMEs say they don’t know where to start.
The AI Information Line is designed to close that gap in the time it takes to make a phone call. A caller describes their problem in plain language, an AI voice agent that clearly identifies itself as AI responds in seconds, works through a structured ingestion, and tells the caller general AI options worth considering. After the call, the caller receives a written AI summary of information via text message, a plain English summary of what was discussed, and some suggested next steps to consider. The summary is general information rather than professional advice, and callers can request to book an appointment with a member of the SMEC AI team at any time.
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Andrew Lai, CEO of SMEC AI, said: “Most small businesses don’t stop at AI because they’re not interested. They stop because they don’t know where to start and can’t afford to make mistakes. The AI Hotline removes that first barrier. We created it under the AI Adopt program so that reliable AI support isn’t a privilege for big companies with big budgets. It’s a free, national gateway to AI for every small business in the country.”
Built to a responsible AI standard
The AI Briefing Line was designed to a responsible AI standard, with built-in safeguards and testing before launch. Clearly identified as an AI assistant at the start of each call, callers can choose to book a time with a member of SMEC’s AI team at any time and the service is built in Australia and operates under the AI Adopt mandate.
SMEC AI says the initiative aims to be a living, publicly accessible example of responsible AI deployed on a national scale, and a measurable way to increase the AI capacity of SMEs across the country. Deloitte Access Economics’ November 2025 modeling, commissioned by Amazon, estimated that around $44 billion could be added to Australia’s economy each year if just one in ten lower-maturity Australian small and medium-sized businesses moved up one rung on the AI maturity ladder.
Lee Hickin, chief executive of the National AI Centre, added: “Australia’s AI opportunity will depend on the confidence with which our small and medium-sized businesses can embrace it, confidently and purposefully. That means meeting them where they are, with practical and accountable support.
“Initiatives that are built with a high level of security and accountability help give the SME sector a clearer and safer path to adopting AI, and that is good for the entire economy.”
How to use the AI tip line
Australian small and medium-sized businesses can call 1800 517 403 or visit smecai.au. The service is free and available now.
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