Australian Payments Plus moves faster with ChatGPT and Codex

Australian Payments Plus moves faster with ChatGPT and Codex

Key Metrics:

• 2+ hours saved each week by 77% of surveyed employees using ChatGPT
• 80% of surveyed employees report improved creativity or work quality
• 1 day to build working simulations with Codex, down from what could previously take days to weeks
• 30 mins investigation time for complex reconciliation issues using Codex, down from 4 hours previously

Australian Payments Plus (AP+) operates payments and identity infrastructure across Australia. It sits at the center of the payments ecosystem, supporting products and services used by millions of people every day.

Its teams work across scheme rules, technical specifications, member obligations, operational processes, cybersecurity and resilience, and regulatory expectations, where speed matters but accuracy and accountability matter more.

That makes knowledge work unusually complex. Employees often need to synthesize large volumes of context and turn technical information into clear decisions, documents, and member-facing guidance. AP+ introduced ChatGPT Enterprise across the company to help employees move through that complexity faster, with Codex emerging as the next stage for product, engineering, and technical workflows.

"With AI, the goal is not simply greater efficiency, it is also about helping our people to do their best work."

Codex: Solving Complex Technical Issues

Codex is helping AP+ technical teams investigate complex issues across payment systems. In one reconciliation instance, AP+ teams used Codex to trace a subtle timestamp inconsistency across system logs and reconciliation data, reducing days of manual investigation to minutes.

For AP+, this shows how AI can help technical teams investigate complex issues more efficiently in a demanding payments environment. AP+ is also exploring how Codex can assist security teams in areas such as threat modeling, vulnerability analysis, alert triage, and visibility across interconnected systems.

These early use cases show how AI can help specialists investigate complex issues faster while keeping human experts accountable for risk decisions, validation, and response.

Streamlining Knowledge Work with ChatGPT Enterprise

Before ChatGPT Enterprise, finding the right information could be a slow, manual process. AP+ employees often needed to search across scheme rules, technical specifications, and internal documents to answer a question or move work forward. In the payments environment, a small detail can change the answer.

AP+ teams now use ChatGPT Enterprise to summarize complex material, help draft data-driven member communications, and structure ambiguous problems. For instance, by using ChatGPT to navigate eftpos specifications and related documents, employees can find the right starting point faster before applying expert review.

"ChatGPT helps our teams find the right specifications and documents faster, so they can respond to customer queries with more confidence, backed by expert review."

Across AP+, employees use ChatGPT to turn information and working inputs into structured outputs faster. Notes become meeting summaries. Workshop inputs become decision materials. Dense design documents become solution overviews. Draft communications become clearer before they are shared.

Rather than automating work, ChatGPT acts as a sparring partner, helping teams sharpen their messages, test their thinking, and remove ambiguity before work is shared. According to AP+'s internal data, ChatGPT helped 80% of employees be more creative or improve work quality. Across AP+, employees have also created more than 300 custom GPTs and more than 1,000 Projects, reflecting broad adoption.

Accelerating Product Prototyping

In product development, teams are using ChatGPT Enterprise and Codex to move from static prototypes to more functional product concepts. Previously, early-stage product testing often relied on click-through screens that showed what an experience might look like, but not how it would behave.

Now, teams can simulate payment journeys, mobile interactions, authentication flows, and checkout experiences in environments that behave closer to real systems. For instance, AP+ uses Codex to build working simulations in 1 day, down from what could previously take days to weeks.

That matters in payments, where customer behavior can change depending on timing, authentication prompts, device interactions, or transaction flows. By testing more realistic concepts earlier, AP+ teams can gather better feedback and reduce innovation risk before significant engineering investment is required.

Key Lessons for Regulated Organizations

AP+'s experience offers practical lessons for regulated organizations looking to scale AI responsibly across everyday work:

1. Make the secure path the easy path. AP+ focused on giving employees secure, governed tools with appropriate access so they could experiment safely within clear boundaries.
2. Make governance a launch partner. In a regulated environment, adoption depends on high-quality conversations across the teams accountable for privacy, security, governance, and operational risk.
3. Let teams learn in context. AP+ found that AI adoption works best when employees see relevant examples from their own teams, not generic training alone.
4. Use champions to make change tangible. AI champions help bring use cases into existing team rhythms, reducing the need for extra meetings or standalone AI programs.

"AI creates the most value when employee-driven innovation is backed by leadership-led enablement."

As ChatGPT Enterprise becomes part of daily work and Codex adoption grows, AP+ is expanding how teams use AI across product development, technical investigation, and member-facing workflows, always with expert review and human accountability.