“AI is not here to replace humans but to enhance the way we work,” says Neil Baldacchino. His vision of artificial intelligence is built on collaboration between people and technology to benefit businesses rather than replace workers.

“This technology is not what we see in movies. We have to draw a distinction between a fictional plot that creates a good story and how these technologies can help organisations work more efficiently every day.”

With AI here to stay, Mr Baldacchino points out that as its capabilities grow, the technology will both enable and force companies to work smarter and reduce unnecessary friction. “Many businesses in Malta still complete repetitive administrative work manually. Their processes are fragmented, and some work may be duplicated,” he explains. “This is where AI can help by speeding up those fragmented workflows and highlighting patterns that human users might not have seen.”

Neil Baldacchino is quick to balance the role of AI by pointing to the importance of human input: “AI is not emphatic. Humans are not only still needed; they’re at the centre of operational processes. The point is that AI can help make those processes more efficient by redistributing workloads.”

Creating those efficiencies and enhancing the work of humans have been two of the driving forces behind Darttek’s work since the company was founded 12 years ago. In this time, Darttek has grown from a two-person startup to a team of ten full-time staff. To continue growing, Neil Baldacchino and his team area now looking for an investor who shares their belief in using AI for good and in growing in Malta and contributing to the country.

“Malta has been a great place for us to establish and grow the business. In the early days, Dylan Borg and I were chosen from among numerous applicants to become part of the Microsoft Innovation Centre Malta, which allowed us to build a strong foundation. Since then, other initiatives such as the Microinvest Scheme have provided valuable support as we continued to expand and invest in the company”

More recently, EU funding helped part-finance an investment in a powerful server like the ones used by AI household names like OpenAI. “Running AI applications requires handling large amounts of data and intensive processing that needs to be held securely and managed responsibly. Having a server like this in Malta allows us to offer clients true digital sovereignty: their data never leaves the island, and their AI services keep running at full speed regardless of cloud outages, foreign price hikes or geopolitical turmoil abroad.”

Another benefit is controlling the cost of access for local businesses. “A lot of businesses in Malta are relatively small, many of them solopreneurs or microenterprises,” Mr Baldacchino explains. “AI enables small organisations to operate with the efficiency, responsiveness and reach of much larger enterprises.”

Neil Baldacchino gives the example of a tradesman out on a job and unable to answer calls to schedule other appointments. At the same time, potential customers dealing with a plumbing emergency, for example, may find it difficult to reach someone. "This is where AI can effectively become a personal assistant by answering the call, qualifying the enquiry, and taking the appropriate next steps."

In the case of a plumbing enquiry, AI could capture the customer's details, assess the request, and ensure that the opportunity is not lost. Darttek's goal is to build platforms that enable professional service providers, solopreneurs and even voluntary organisations to serve more people efficiently, without having to work harder.

"Our solutions enhance communications and offer small businesses access to secure, robust, enterprise-level solutions that are affordable.” The purpose is simple: allowing organisations to meet and manage evolving operational demands through technology.

Under the umbrella of the AI Business Hub (AIBH) project, co-financed by Xjenza Malta, the Darttek team is leading the development of next-generation AI that helps businesses move from idea to market in record time with the least friction possible. “The overarching goal is to lower the digital divide that sometimes exists between large companies with lots of resources and smaller entities,” Mr Baldacchino says.

In that respect, the initiative is connecting Darttek’s roots and its growth from startup to successful business while pointing towards the company’s future. “Our AI platform will allow users to put their idea in a few sentences and within minutes, they will have a functioning online presence complete with website, mobile app and an explanation of the next steps needed to grow their business.”

The team is running A/B tests of its platform with a focus group to gather feedback on what is working well and where changes are needed. “Part of our approach is to not only invite feedback from our focus group members but to also let participants know when and how it will be used, so they can see how their ideas can truly shape the future. Granted, this approach may take longer, but it’s extremely fulfilling to see the appreciation.”

Internally, Neil Baldacchino and his management team apply the same collaborative approach. “We invite all our team members to share their ideas. Something that seems trivial to you could make a difference to the finished product. There are so many ripple effects that are not always immediately visible.”

Mr Baldacchino believes that this co-creative process has been essential in attracting graduates to Darttek. “As we’re looking to add to our team outside of purely technical roles, we’re seeing that this approach is helping us generate interest locally but also from further afield. Of course, Malta is an attractive location, too, which continues to help us secure the right resources for growth.”

Neil Baldacchino believes that the future of AI is essentially very interesting and promising, something to be positive about and look forward to, rather than fear. “AI is a tool to enhance us, if we use it well.”

Currently, Darttek is looking to add to its focus group of AIBH A/B testers. Individuals and businesses interested in becoming part of the development can apply by emailing [email protected].