In the past few years, it seems like the markets for small businesses have been changing faster than ever before. Customers expect instant and personalized service. Competition is no longer just local. And digital tools (once considered optional) have become the backbone of how business gets done.
This shift is clear in Salesforce’s latest Small and Medium Business Trends Report, which surveyed over 3,350 SMB leaders worldwide. The biggest takeaway? Three out of four small businesses are already investing in AI. Some are just getting started, others are going all in. But the momentum is clear. The businesses that are growing are the ones leaning into AI, not away from it.
What you’ll learn:
- AI adoption patterns among SMBs
- The most popular ways small businesses are using AI
- How AI is driving real results for SMBs already
- What’s holding SMBs back from AI
- Ready or not, AI is reshaping what’s possible
AI adoption among SMBs is surging
The perception used to be that AI was a tool only big companies could afford to explore. But now, AI is quietly becoming a small business ally. In fact, 75% of SMBs are already putting money into AI. That’s not a small experiment. It’s a real shift in how these companies are choosing to grow. And for over a third of them, AI is fully integrated into their daily operations.
Here’s where it gets interesting: the small businesses that are growing are nearly twice as likely to be investing in AI compared to those that are struggling. The link between AI adoption and momentum is becoming hard to ignore.
But there’s still a perception gap. SMBs using AI already see it as a common tool in their industry. Most of them assume their peers are using it too. On the other hand, among those who haven’t adopted AI yet, only one in three believe it’s common. That means some small businesses may be underestimating just how many of their competitors are already getting a head start.
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The bottom line? AI isn’t some luxury for tech giants. It’s a practical, everyday tool helping small businesses become ready for what’s next.
The most popular ways small businesses are using AI
When small businesses bring AI into the picture, they’re not just doing it for the sake of it. They’re putting it to work in ways that make a real difference, especially in the everyday tasks that take up time and budget. According to the report, some of the top use cases are:
- Running marketing campaigns: Whether it’s picking the right subject line or deciding when to send that next email, AI is helping teams make better marketing calls (without the guesswork).
- Creating content faster: Blogs, emails, social posts — you name it. AI is helping small teams keep up with content demands, even when they’re short on time or resources.
- Recommending the right products: AI can look at a customer’s behavior and suggest things they’re actually interested in. It’s like giving every shopper their own personal assistant.
- Making search feel more human: People can simply ask for what they need in plain language. AI understands the intent and finds the right answer, whether it’s inside a customer relationship management (CRM) or on a digital storefront.
- Answering customer questions 24/7: Chatbots have come a long way. Many small businesses are using them to handle basic service requests, so the customer service team can focus on the stuff that needs a human touch.
And this is just the start. In fact, 71% of small businesses say they plan to increase their AI investment over the next year. Only a small 4% are planning to scale back. Why the confidence? Because the payoff is clear. A whopping 85% of SMBs using AI say they expect a return on that investment.
The excitement isn’t just about what AI can do now, but where it’s headed next. Most business buyers (78%, in fact) believe AI will match human capabilities within the next decade. That opens the door for even smarter, more autonomous systems (like Agentforce) that work across departments, serving customers, and scaling operations without constant supervision.
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AI is driving real business results for SMBs
Small businesses run tight on resources — be it time or money. That’s why AI is making such a big splash. It’s helping teams do more with less, and actually enjoy the process.
Take operations, for example. Nine out of ten small businesses that use AI say it’s made things more efficient. We’re talking about fewer manual tasks and more time to focus on customers instead of spreadsheets. And when your team isn’t buried in repetitive work, they can think bigger, act faster, and actually breathe a little easier.
On the customer side, AI is adding that extra bit of magic. It helps tailor product recommendations, speeds up responses, and even customizes services based on each person’s preferences. You can think of it like having an AI agent who knows your customers almost as well as you do.
It’s no surprise then that 78% of SMB leaders using AI believe it’s going to be a game changer. Because when your business runs better, your team feels empowered, and your customers feel seen. That’s the foundation for the future of small business.
What’s holding SMBs back from using AI?
AI sounds exciting, but for many small businesses, it also sounds a little intimidating. The biggest worry? Security. It’s not that SMB leaders don’t see the potential. They do. But they also know their data is valuable, and handing it over to a technology they don’t fully understand can feel like a leap of faith. If AI tools aren’t built with strong business safeguards, the risks of data leaks or breaches can outweigh the benefits.
But security isn’t the only thing on leaders’ minds. Depending on the industry, there are other hurdles to clear. Financial services teams, for example, often struggle with complicated legacy systems that don’t always play nice with new tech. Meanwhile, retailers are navigating a tricky line between innovation and trust, wondering how to introduce AI without making customers feel like they’re being watched or profiled.
Still, these challenges aren’t stopping forward-thinking small businesses from exploring what’s possible. With the right tools, the right partners, and a clear understanding of what AI can (and can’t) do, even the most hesitant SMBs can move forward with confidence. Many are starting small — testing AI in low-risk areas, leaning on trusted platforms, and learning as they go. With the right guardrails in place, AI doesn’t have to feel like a risk.
Ready or not, AI is reshaping what’s possible
In the next few years, AI won’t just be a competitive edge. It’ll be the baseline. The way small businesses connect with customers and streamline their work is changing, fast. And the ones already using AI? They’re already thriving.
If you’re curious about where things are headed, now’s the time to explore. Salesforce for small business gives you AI tools built for the way you work. So, you can start small and scale big. Dive into the Small and Medium Business Trends Report to see how others are making it work and what’s coming next.
Start your journey with a free trial of Starter Suite today. Looking for more customization? Explore Pro Suite. Already a Salesforce customer? Activate Foundations today to start using Agentforce.
AI supported the writers and editors who created this article.
