Australian firms warned on AI atop weak mobile systems

SOTI has published research warning that Australian organisations are layering AI tools onto weak frontline mobile systems, particularly in healthcare, transport and logistics, and emergency services.

The report says frontline workers already lose time each month to device downtime, connectivity issues and manual workarounds. Those weaknesses, it argues, can add operational strain as businesses expand their use of AI in mobile-led environments.

SOTI linked the issue to pressure on labour productivity and staffing shortages in sectors where frontline teams depend heavily on connected devices. Organisations are increasingly turning to technology to lift output without adding headcount, but many still rely on older processes and fragmented systems.

According to research, 58% of organisations with distributed workforces still rely on manual processes such as email and paper. While 74% of global organisations in these settings can track devices, a much smaller share has real-time or predictive visibility into device performance.

That gap matters most in roles where delays can disrupt services or increase risks for staff. Global frontline workers in transport and logistics estimate they lose about 13 hours each month to device-related downtime, while 64% of emergency service workers say technical issues add stress to their jobs.

Healthcare faces a similar problem. The research found that device fragmentation and legacy systems continue to affect responsiveness even as digital tools become more embedded in patient care workflows.

Mobility strain

The findings come amid broader concern about the resilience of mobile networks and connected systems used by frontline teams. Recent network outages in Australia exposed weak fallback arrangements, limited visibility into device health, and a reliance on manual intervention when systems failed.

While those incidents were unusual, they highlighted how dependent many organisations have become on stable mobile connectivity. SOTI also pointed to growing scrutiny from workplace regulators over fatigue, distraction and time pressure in safety-critical roles.

Michael Dyson, Vice President of Sales, APAC, at SOTI, said the research showed a mismatch between AI ambitions and the condition of the mobile infrastructure supporting frontline work.

"For frontline work in Australia, mobile technology is fundamental," Dyson said. "But the data shows that many organisations are layering new AI-driven capabilities onto mobility foundations that are already under strain. Without stability and visibility, AI can amplify problems rather than solve them."

The report found many organisations remain reactive in how they manage devices and related security. Only 34% have increased spending on mobile security, leaving issues such as battery degradation, software conflicts and printer connectivity to be addressed only after they disrupt operations.

Readiness gap

SOTI argued that uneven governance is slowing progress even as spending on automation rises. Some AI projects, the report said, fail to move forward not because of weaknesses in the models themselves, but because the systems and workflows beneath them are unstable or poorly managed.

In Australia, labour shortages across healthcare, transport and logistics, and emergency services sharpen the problem. With less staffing slack, any disruption caused by mobile technology can have a greater impact on service delivery and employee workload.

Dyson said basic operational issues remain central to the success of more advanced tools.

"AI raises expectations around speed, insight and automation, but frontline operations still depend on basics like battery health, reliable connectivity and working peripherals," he said. "If those fundamentals aren't addressed, organisations risk widening the gap between what technology promises and what frontline teams can realistically deliver."

SOTI said the answer is to move away from troubleshooting after faults appear and towards predictive maintenance and real-time oversight of device fleets. That approach is becoming more important not only for productivity but also for workforce well-being, safety obligations, and continuity of service.

The company framed mobility management as a broader operational issue rather than a narrow IT task, especially in sectors where work is spread across dispersed sites and relies on handheld or vehicle-based devices.

"Mobility has become a frontline issue, not just an IT one," Dyson said. "Organisations that strengthen the foundations of mobility now will be far better positioned to adopt AI responsibly and support their frontline teams as operational demands continue to grow."