Small and mid-sized businesses (SMBs) are rapidly adopting AI, but they still face some challenges. A global survey conducted by TeamViewer involved 1,400 business leaders, including 427 from small to medium-sized businesses (SMBs). The report revealed that 95% of SMB decision-makers believe they require additional training to effectively utilize AI, despite 72% considering themselves experts in AI.
SMBs are adept at utilizing AI, but not always to their full potential. Although SMBs believe they are advanced in using AI, many companies are still focusing on how to effectively utilize it.
A large majority, 86%, say they are okay with employees outside the IT department using AI tools. However, not everyone uses AI on a regular basis. Only about one in three SMB leaders report using AI daily, and only 16% use it at least once a week.
Nevertheless, SMBs say they are more advanced with AI than bigger companies. Just 22% of large organizations see themselves as
“very mature” in using AI, while 35% of SMB leaders think the same. The risks of not using AI – losing out on savings. Many small to medium-sized business (SMB) leaders worry about not adopting AI.
About 28% say the biggest risk of not using AI is higher operational costs, as they miss opportunities for automation. This differs from larger companies, where the primary concern is falling behind their competition, cited by 26%.
Although there are challenges, small business leaders remain hopeful. 72% believe AI will greatly boost productivity, and 76% think it is crucial for improving business performance.
Many also believe that AI can help create more jobs, with 70% stating that it can assist parents and caregivers in finding employment. However, there are still gaps in knowledge. While 72% consider themselves AI experts, 95% believe they require additional training.
There are two main problems slowing down the use of AI: a lack of education and security concerns.
More than a third (38%) think lack of training is the biggest barrier. Additionally, 74% worry about risks to data management, and 65% only use AI tools when security is tightly controlled. Interestingly, 77% say they wouldn’t feel confident betting their salary on their company’s ability to manage risks, such as unauthorized use of AI tools.
Another big challenge is infrastructure. Nearly half (47%) of SMB decision-makers say they lack the necessary systems to utilize AI as effectively as they would like. But things are changing. 75% of SMB leaders plan to invest more in AI in the next year. Many expect this investment to increase over the next six to twelve months, indicating a shift from merely trying AI to using it more seriously.
“SMBs are clearly eager to embrace AI, but many are still figuring out how to make their early efforts meaningful,” said Artus Rupalla, Director of Product Management at TeamViewer. “The key is to have smarter solutions that bring automation, insights, and consistency into daily work. This research reveals what we observe in our customers: SMBs seek AI that addresses real-world problems, not just theoretical ones. With practical tools like TeamViewer Intelligence, we can assist these businesses in moving from trying things out to executing and achieving real results.”
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