Artificial intelligence (AI) is no longer a futuristic concept; it’s a present-day business imperative. While the buzz around AI’s potential is deafening, a significant adoption gap persists, particularly for Small to Medium-Sized Businesses (SMBs). But
for many SMBs, this technological revolution feels more like a distant promise than a present reality. While they might be publicly touting their AI proficiency, a significant adoption problem is simmering beneath the surface. This isn’t just a technological
lag; it’s a critical leadership challenge. The data is clear: the time to embrace AI is now, and SMB leaders must lead the charge.
The Shifting Landscape of AI Adoption in SMBs
The narrative around AI adoption is rapidly evolving. In 2024, the US Chamber of Commerce reported that 40% of small businesses in the United States were already leveraging AI tools. Fast forward to 2025, and the landscape is even more dynamic:
- Global Adoption Surge: 77% of small businesses worldwide have integrated AI into at least one function, demonstrating a broad-based embrace of the technology.
- US Market Growth: In the United States, approximately 38% of SMBs are actively utilizing AI across key areas like recruitment, customer support, and marketing campaign automation.
- Automation Powerhouse: A 2025 report by Intuit & ICIC reveals an impressive 89% of small businesses are leveraging AI, primarily for automating repetitive tasks and boosting efficiency.
- India’s Leadership: India leads in SMB AI adoption, with 59% already implementing AI-driven solutions.
- Customer Service Revolution: 95% of SMBs using AI for customer service report improved response quality, and over 92% experience faster turnaround times.
- Chatbot Integration: By the end of 2025, 80% of small businesses plan to integrate AI chatbots into their customer support strategies.
- Skill Gap Challenges: Despite the rapid adoption, 20% of small business finance teams cite significant skill gaps in AI and machine learning tools.
- Tipping Point Reached: 25% have already integrated AI into daily operations, and over 50% of small businesses are actively exploring AI implementation, signaling a shift from “if” to “when.” – A recent survey from Reimagine Main Street,
in partnership with PayPal.
Additionally, the Reimagine Main Street survey highlights a crucial evolution: SMBs are moving beyond simple efficiency gains and are seeking strategic advantages through AI:
- Business Automation: 77% report marketing and customer engagement as areas where AI solutions would have the greatest impact, with 84% willing to automate marketing content creation and 59% open to automating customer service inquiries.
- Financial Intelligence: 53% report AI-powered cash flow forecasting as a solution to a “critical pain point.”
- Predictive Revenue: 45% are extremely likely to adopt a tool that predicts revenue trends.
- Real-Time Customer Insights: 40% are extremely likely to adopt tools providing real-time trend analysis of customer buying behavior.
In Section’s recent survey, they found that in companies under 500 employees, 20% of workers say they rarely or never use AI, and only 16% use it every day.
The Problem: Leadership’s AI Proficiency Gap
While adoption rates are rising, a significant challenge persists: SMB leaders often lack the necessary AI proficiency to fully leverage this transformative technology. This “AI proficiency gap” hinders effective implementation and strategic utilization.
This disconnect isn’t just about a lack of resources; it’s a leadership issue.
Key Roadblocks:
AI Novices: The first, and perhaps most critical, hurdle is the lack of basic AI proficiency among SMB leaders. This lack of foundational understanding creates a significant barrier to entry. Experiences at smartR AI reveal that many executives
are woefully behind the curve. Section’s recent AI proficiency research found that they score an average of 39/100 on AI proficiency, making them “AI novices.”
Many executives, as Oliver King-Smith has discovered, are surprisingly behind the curve. He notes, “I’ll be on a call with a CEO, and they’ll admit they’ve never used generative AI. Often they’ll ask me, ‘Where can I find it – Is it a website or an app?’
It sounds unbelievable, but it happens multiple times a month.”
Other professionals in the industry echo this observation, highlighting the real-world impact of this knowledge gap. How can leaders effectively implement and leverage AI if they don’t even understand the basics?
AI’s Limited Role: Cogs and Interns, Not Collaborators: SMBs often relegate AI to simple tasks (cogs, interns) rather than utilizing it for strategic collaboration. They miss the opportunity to use AI as a thought partner for strategic decision-making,
market analysis, and customer insights. Here’s a basis framework to categorize AI’s role:
- Cogs: Executing simple, repetitive tasks (data entry, summarizing notes).
- Interns: Assisting with specific tasks under direct supervision (research, drafting content).
- Collaborators: Engaging in dynamic, strategic interactions (brainstorming, providing counterarguments).
The problem? Most SMB leaders see AI as a cog or an intern. They’re using it to summarize emails or generate performance reviews, but they’re missing the strategic value of using AI as a thought partner, a collaborator. They’re missing the opportunity to
embrace assistive intelligence.
“It Doesn’t Apply to Me” Mentality: This limited view of AI’s potential stems from a fundamental disconnect: SMB leaders often don’t believe AI can transform their own work. They see it as a tool for their subordinates, not for
themselves. Leaders may not believe AI can transform their roles, leading to inaction.
This belief creates a self-fulfilling prophecy. By not experimenting with AI in their strategic roles, leaders miss opportunities to see its true transformative power and ROI.
“Shadow AI” Risks: Fear of the unknown, particularly around privacy, has led many SMBs to ban AI tools outright. This, however, hasn’t stopped employees from using them. In fact, our experience and Section’s research shows that a significant
number (32%) of employees in companies that have banned AI still use it in their work.
This “shadow AI” usage is a significant risk. We call it BYOAI (Bring your own AI). It’s unregulated, potentially exposing the company to data breaches and security vulnerabilities.
Oliver shared that he has spoken to leaders who have acknowledged knowing about some instances of this in their companies, but he pointed out that there are frequently even more instances than the leadership team is aware of, and when this “shadow” AI usage
is uncovered there is a deep fear of the extent of data may have escaped the company’s databases along with privacy concerns, potentially exposing the company to security risks.
The Path Forward
The Assistive Intelligence Shift
It’s time to rethink our approach to AI. Rather than viewing it as a force to be feared, let’s consider it as assistive intelligence.
As Oliver King-Smith, Founder and CEO of smartR AI, suggests, “The magic isn’t in having AI take over entirely — it’s in creating partnerships where both human and machine intelligence contribute their unique strengths, together.”
Small Language Models (SLMs) are leading the charge, offering cost-effective, accessible, and privacy-focused solutions, making the concept of assistive intelligence even more relevant, especially to the SMB market.
3 Crucial Steps for SMB Leaders
The good news is that this gap can be bridged. SMB leaders must take decisive action:
- Embrace AI Directly: Leaders must personally engage with AI tools. There’s no avoiding it; leaders should dedicate significant time each week to working directly with assistive intelligence in their daily tasks. This means
experimenting with tools, understanding their capabilities, and identifying how they can augment your own skills. Consider AI not as a replacement, but as a collaborative partner. - Define Differentiating Capabilities: SMB leaders need to have a clear business strategy. They must understand the core capabilities that set their business apart and how those capabilities drive success. They should then meticulously examine
how AI can enhance and leverage these unique strengths. - Clarify Differentiating Strengths: Broadly Implement AI: AI should be deployed across the entire organization simultaneously. Restricting AI access to specific departments, teams, or levels is counterproductive. Embrace
widespread AI integration
Actionable Steps for SMB Leaders
The benefits of AI are clear:
- Increased Productivity: AI can significantly boost productivity.
- Improved Customer Experience: AI can enhance customer relationships.
- Competitive Advantage: Early AI adopters will gain a significant edge.
The Time to Act is Now
The AI revolution is here, and SMBs can’t afford to be left behind. By addressing these misconceptions and taking proactive steps, SMB leaders can unlock the true potential of AI and drive their businesses towards a brighter future. The time to act is now.
Written by Oliver King-Smith, Founder and CEO, smartR AI
References:
https://colorwhistle.com/artificial-intelligence-statistics-for-small-business/
