It’s been less than two years since ChatGPT made Artificial Intelligence (AI) mainstream, dramatically surging the technology across industries, for enterprises and small businesses alike. The debate over whether this technology has done more harm or more good has shifted from being exclusive to the world of science fiction as depicted in iconic works like “The Terminator” to everyday workplace matters and conversations in the media.
For small businesses, the question of AI adoption has become more practical than philosophical. Its value has been put under a microscope and analyzed in the context of its ability to maximize budgets and gain a competitive edge. Many small business leaders are eager to explore AI’s potential and integrate it into their growth strategies. However, others are cautiously weighing whether AI aligns with their larger company objectives. To determine whether the advantages effectively solve challenges and contribute to a larger growth strategy, let’s take a look at some of the pros and cons of AI for small businesses.
Balancing the Risks and Rewards
The key consideration to make when adopting any new technology like AI is whether the benefits outweigh both the cost of investment and associated risks. According to recent data from the Small Business & Entrepreneurship Council, 75% of small businesses reported using AI tools, with higher adoption rates among businesses with greater revenue. Even more interesting, on average, these businesses utilized four AI tools. Although adoption has jumped compared to previous years, only 54% of the surveyed businesses plan to increase their AI investments in the coming year. So, what’s preventing them from embracing more tools and exploring new AI applications? Let’s explore the common concerns and consider how the advantages might outweigh the drawbacks.
Concern #1: AI isn’t perfect
While AI-powered tools can handle many tasks like this efficiently, it’s important to manage expectations about it coming out perfect 100% of the time. We have to acknowledge that even advanced models require some level of human oversight to ensure continued accuracy and relevance – AI is not infallible. This is what often makes the idea of relying on AI for tasks seem daunting for small businesses. However, this doesn’t mean organizations should shy away from these tools altogether. Embracing AI, with a clear understanding of its limitations and a plan for human oversight, can yield substantial advantages and drive growth for small businesses.
Pro #1: AI can elevate the customer experience and offer a competitive edge
Concerns about AI making customer interactions feel impersonal are understandable. However, when used thoughtfully and tactfully, AI can actually help a business stand out from the competition. By blending AI’s capabilities with a personal touch, you can create a significant impact. For example, by leveraging capabilities such as AI-generated follow-up emails based on real conversations, businesses can lean on AI to develop a hyper-personalized note based on the original conversation that took place with the customer. The alternative, however, is quite different: a templated email that is the same for everyone. In fact, this level of personalization provides a higher-quality touchpoint than would otherwise be possible for a business that simply doesn’t have the time available. Ultimately, these are the types of capabilities that truly enhance the customer experience, optimize marketing strategies, and offer targeted staff training to address real customer needs.
Concern #2: AI will replace human jobs
AI is often viewed as a substitute for certain jobs traditionally done by people, which is why 36% of full-time and part-time workers in the U.S. fear that AI might take their role. The last thing a business wants is for AI-powered tools to be viewed as a threat to an employee’s livelihood. The reality is that AI is more likely to transform jobs than replace them entirely. Employees who embrace AI and adapt to these changes will enhance their skill set, and those who struggle may risk being left behind. Businesses should make it clear that AI-powered tools enhance roles rather than threaten their livelihoods.
Pro #2: AI up levels job performance
While sci-fi often imagines a future where AI takes over, the reality is that many workers are burdened by repetitive tasks and are more than happy to employ tools that boost productivity. AI-powered tools that analyze conversations provide valuable insight, helping small business marketers uncover keyword and Google Ad opportunities that may not have been apparent otherwise. Instead of listening to hours of call recordings, this allows them to focus on optimizing their marketing strategies and more time for integral operations.
Concern #3: AI is complicated to use
Adopting new technology is risky, and for small businesses, risk can be intimidating. Complexity is a big part of the perceived risk with AI. There’s the practical challenge of finding the right use cases, choosing the right tools, training your team, and adjusting workflows. All of this requires time and money, and if the benefits aren’t clearly defined, resulting in solid ROI, the short-term disruption may not be worth it.
Pro #3: AI saves time and money
Despite these concerns, many AI tools are user-friendly and require minimal learning, such as writing and refining prompts or reviewing reports. Focus on AI solutions that handle time-consuming tasks, freeing up your team for more strategic work. With the right tools, AI can simplify processes instead of adding complexity.
For example, small business owners have reported saving 13 hours a week by using AI, allowing them to relocate employees to higher-value tasks and invest in solutions that enhance customer engagement. With tools like Conversation Intelligence®, companies spend 60% less time analyzing calls each week, using that saved time to improve training, drive revenue, and enhance the customer experience.
Using AI to drive Small Business Success
Both challenges and opportunities for small businesses will continue to reveal themselves as AI evolves. The benefits of AI, such as improved efficiency, cost management, and a greater customer experience – when implemented thoughtfully – significantly outweigh the cons. By choosing the right AI tools that complement business operations, small businesses are able to not only stay competitive but also thrive in today’s digital marketplace. The key is to approach AI adoption with a clear understanding of business needs, balancing innovation with the human touch to make positive change and be set apart from the pack.
Ryan has 15 years of diverse product development leadership experience in early-stage startups and Fortune 100 companies. As Callrails Chief Product Officer, he leverages his passion for developing best-in-class products to solve real-world problems. Prior to joining CallRail, Ryan lived in Las Vegas and lead development of Banjos world-class AI/ML products, helping raise $100mm in VC funding. Before Banjo, Ryan was a key part of the management team that grew Vitrue into a unified SaaS platform that was acquired by Oracle for over $330mm. Hes a car and racing enthusiast from Michigan that now lives in Atlanta with his wife and two daughters.