澳大利亚支付Plus借助ChatGPT和Codex加速发展

澳大利亚支付+⁠(在新窗口中打开)（简称AP+）在澳大利亚运营支付和身份基础设施。它处于支付生态系统的核心位置，支持着数百万人日常使用的产品和服务。

其团队的工作涉及方案规则、技术规范、成员义务、运营流程、网络安全与韧性以及监管预期，在这些工作中，速度固然重要，但准确性和责任担当更为关键。

这使得知识工作异常复杂。员工通常需要综合大量背景信息，将技术资料转化为清晰的决策、文档和面向成员的指导。AP+在全公司引入了ChatGPT Enterprise，帮助员工更快地应对这种复杂性，而Codex则成为产品、工程和技术工作流程的下一阶段工具。

“借助AI，目标不仅仅是提高效率，更是帮助我们的员工发挥出最佳水平。”

——Steve Reid，澳大利亚支付+首席人事与文化官

加速技术调查

Codex正在帮助AP+技术团队调查支付系统中的复杂问题。在一次对账实例中，AP+团队使用Codex追踪了系统日志和对账数据中一个细微的时间戳不一致问题，将原本需要数天的人工调查缩短至几分钟。

对AP+而言，这表明AI如何在要求严苛的支付环境中帮助技术团队更高效地调查复杂问题。AP+还在探索Codex如何协助安全团队进行威胁建模、漏洞分析、警报分类以及跨互联系统的可见性等工作。

这些早期用例展示了AI如何帮助专业人员更快地调查复杂问题，同时让人类专家对风险决策、验证和响应负责。

更快应对支付复杂性

在引入ChatGPT Enterprise之前，查找正确的信息可能是一个缓慢的手动过程。AP+员工通常需要搜索方案规则、技术规范和内部文档才能回答一个问题或推进工作。在支付环境中，一个微小的细节就可能改变答案。

AP+团队现在使用ChatGPT Enterprise来总结复杂材料、协助起草数据驱动的成员沟通内容，并梳理模糊的问题。

例如，通过使用ChatGPT查阅eftpos规范及相关文档，员工可以在进行专家评审之前更快地找到正确的起点。

“ChatGPT帮助我们的团队更快地找到正确的规范和文档，从而在专家评审的支持下，更有信心地回应客户咨询。”

——Jason Backhouse，澳大利亚支付+首席运营与交付官

将粗略输入转化为可决策的成果

在整个AP+，员工使用ChatGPT将信息和初步输入更快地转化为结构化输出。笔记变成会议纪要。研讨会输入变成决策材料。密集的设计文档变成解决方案概述。草拟的沟通内容在分享前变得更加清晰。

这类工作一直需要仔细的综合：理解背景、找到正确的结构、为受众塑造信息。ChatGPT有助于减少达到第一个可用版本所花费的时间，让员工能更专注于判断、清晰度和质量。

ChatGPT并非自动化工作，而是充当一个陪练伙伴，帮助团队在分享工作成果之前，打磨信息、检验思路并消除歧义。

根据AP+的内部数据，ChatGPT帮助80%的员工提高了创造力或工作质量。在整个AP+，员工还创建了超过300个自定义GPT和超过1000个项目，这反映了广泛的采用率。

“使用ChatGPT，我们的团队可以更快地获得结构化的初稿，无论他们是从会议记录、研讨会产出还是复杂文档入手。这给了人们更多时间来完善他们的思考，使工作成果更出色。”

——Jo Pforr，澳大利亚支付+人工智能主管

借助ChatGPT和Codex更早测试想法

在产品开发中，团队正在使用ChatGPT Enterprise和Codex从静态原型转向功能更完善的产品概念。此前，早期产品测试通常依赖于点击式屏幕，这些屏幕只能展示体验可能的样子，而无法展示其行为方式。

现在，团队可以在更接近真实系统行为的环境中模拟支付流程、移动交互、认证流程和结账体验。例如，AP+使用Codex在1天内构建出可运行的模拟，而以前这可能需要数天到数周的时间。

这在支付领域至关重要，因为客户行为可能因时间、认证提示、设备交互或交易流程而改变。通过更早地测试更逼真的概念，AP+团队可以在需要大量工程投入之前收集更好的反馈并降低创新风险。

“我们的职责是降低风险，并使整个生态系统更容易实现更好的支付体验。借助AI，我们的团队可以探索更多想法，并更快地验证或否定思路——这意味着我们能更快地实现目标。”

——Jason Backhouse，澳大利亚支付+首席运营与交付官

领导力经验

AP+的经验为受监管的组织提供了实用经验，帮助它们负责任地在日常工作中推广AI。

• 让安全路径成为便捷路径。 AP+专注于为员工提供安全、受管控的工具和适当的访问权限，使他们能够在明确的界限内安全地进行实验。
• 让治理成为启动伙伴。 在受监管的环境中，采用率取决于负责隐私、安全、治理和运营风险的团队之间高质量的对话。
• 让团队在情境中学习。 AP+发现，当员工看到来自自己团队的相关示例，而不仅仅是通用培训时，AI的采用效果最好。
• 利用倡导者让变革变得具体。 AI倡导者有助于将用例融入现有的团队节奏，减少额外会议或独立AI项目的需求。

“当员工驱动的创新得到领导层主导的赋能支持时，AI能创造最大价值。”

——Steve Reid，澳大利亚支付+首席人事与文化官

未来展望

随着ChatGPT Enterprise成为日常工作的一部分以及Codex采用率的增长，AP+正在扩展团队在产品开发、技术调查和面向成员的工作流程中使用AI的方式，并且始终伴随着专家评审和人类责任担当。

借助OpenAI的解决方案，AP+正帮助员工在复杂环境中加速前行，同时始终将负责任的应用置于核心地位。

Australian Payments Plus⁠(opens in a new window), or 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.”

—Steve Reid, Chief People and Culture Officer, Australian Payments Plus

Accelerating technical investigation

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.

Moving faster through payments complexity

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.”

—Jason Backhouse, Chief Operations and Delivery Officer, Australian Payments Plus

Turning rough inputs into decision-ready work

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.

This work has always required careful synthesis: understanding the context, finding the right structure, and shaping information for the audience. ChatGPT helps reduce the time spent getting to a first useful version, so employees can focus more on judgment, clarity, and quality.

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.

“Using ChatGPT, our teams can get to a structured first draft faster, whether they are working from meeting notes, workshop outputs, or complex documents. That gives people more time to refine their thinking and make the work stronger.”

—Jo Pforr, Head of AI, Australian Payments Plus

Testing ideas earlier with ChatGPT and Codex

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.

“Our job is to reduce risk and make better payment experience easier to achieve across the ecosystem. With AI, our teams can explore more ideas and validate or invalidate thinking faster—which means we deliver on that faster.”

—Jason Backhouse, Chief Operations and Delivery Officer, Australian Payments Plus

Leadership lessons

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

• 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.
• 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.
• 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.
• 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.”

—Steve Reid, Chief People and Culture Officer, Australian Payments Plus

What's next

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.

With OpenAI's solutions, AP+ is helping its employees move faster through complexity while keeping responsible adoption central.