Bredin’s recent Pulse survey found that most SMBs using or piloting AI are happy with it — even though the training and customization required to use it are a challenge.
On a 10-point scale (with 10 being extremely satisfied), the average SMB satisfaction is roughly eight. As a result, it’s not surprising that 90% of SMBs predict AI will play a “somewhat or much more” important role in their company going forward.
SMB Satisfaction with AI
The benefits driving SMB satisfaction vary significantly by company size.
Very small businesses (VSBs, with fewer than 20 employees) are most likely to say that AI has improved their marketing and sales, followed by gains in product quality, customer service, and insight. Small businesses (SBs, with 20 to 99 employees) report that AI has been a boon to quality, internal operations, and customer experience/satisfaction. Midsized businesses (MBs, with 100 to 500 employees) report that the biggest gains from AI have been increased productivity and making better business decisions. AI has also helped MBs accelerate business growth.
How SMBs Benefit from AI
Despite their enthusiasm for AI, SMBs say that AI presents some unique challenges. For VSBs, the leading issue is high implementation costs, followed by the cost and expense of training required to use it.
The No. 1 challenge of AI for SBs and MBs is the extensive customization required. Training end users is also a challenge for larger SMBs; it ranked second for MBs and third for SBs.
SMB Challenges with AI
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