Forty-one percent of small businesses are considering using AI to assist make business decisions, in keeping with a latest study conducted by American Express. And customer support and marketing use cases are the top applications for using AI technology.
AI use cases. Small businesses said they’re considering AI for a wide selection of use cases. For instance 39% of those considering AI plan to make use of tools to assist them save time.
Additionally, 21% would use AI tools to enhance security, and 20% said they’d use AI to supply more efficient customer support.
Customer service (19%) and marketing (14%) are the top primary use cases for businesses to make use of AI.
Dig deeper: MarTech’s marketing AI experts to follow
Company size matters. Larger corporations are more bullish about experimenting with AI. Larger small businesses (101-500 employees) were greater than four-times more likely than the smallest businesses (10 employees and under) to be open to using AI tools — that’s 75% in comparison with 16%.
Generation gap. Younger business owners and entrepreneurs are also more likely than older owners to make use of AI tools of their organization.
Fifty-six percent of Millennial and Gen Z small businesses, no matter size, said they’re prioritizing AI, versus 24% among older businesses.
Larger businesses more confident overall. Over half (54%) of small businesses said they’re confident in making sound growth decisions.
Only 29% of the smallest small businesses said they were confident, while 64% of the most important small businesses said so, the study reported.
Why we care. Businesses of all sizes are paying close attention to the expansion potential and efficiency that AI tools can bring. And they’re targeting marketing and customer support as leading areas where their businesses can use them.
As the American Express study suggests, larger organizations have the flexibleness to experiment, while many smaller small businesses lack confidence. This is to be expected with any disruptive technology and in spite of everything the disruption many small businesses have faced lately.
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