Busting Beliefs About AI Agents: The Truth for Small Business Owners

You might have heard people say that artificial intelligence (AI) is complicated, and that only big tech companies or those with huge budgets can afford it. Sound familiar? Here’s the truth: AI agents aren’t mysterious, rocket-science-level tools, they’re more like friendly helpers for your small or medium-sized business (SMB). You can easily rely on AI to bring you business, ‌save you time, and connect you with customers.

According to the latest Small and Medium Business Trends Report, 75% of SMBs are investing in AI in some capacity, with over a third already implementing it fully. We’re here to share that when used right, AI can do so much for you. Here are some beliefs about AI agents that are worth busting. Let’s dig in. 

What we’ll cover:

• What are AI agents, again?
• Belief #1: AI agents require advanced technical skills
• Belief #2: AI agents are expensive and unaffordable
• Belief #3: AI agents aren’t customizable
• Belief #4: AI agents lack human touch
• Belief #5: AI agents are inflexible and rigid
• Time to learn the truth about AI agents for small business

What are AI agents, again?

AI agents are intelligent, autonomous software programs designed to perform tasks, solve problems, and interact with their environment to achieve specific goals. For small business owners, Salesforce believes AI agents can automate repetitive processes, personalize customer interactions, analyze data for insights, and optimize operational efficiency, freeing up valuable time and resources to focus on growth and innovation.

AI agents are your smart virtual helpers, created using an agent builder, like Agentforce, to help you with routine tasks, get data, or respond to customer queries.

Belief #1: AI agents require advanced technical skills

People often think AI agents are too complicated because they assume these tools require knowledge about programming or complicated technology. Some even feel intimidated by the sophistication of AI, believing that only experts can effectively use and benefit from these technologies. Also, since technology evolves so fast, it can seem like you have to keep learning all the time to keep up, which can feel overwhelming.

An AI agents assists small businesses with tasks and operations — all of them (well most of them). AI agents can be used for tasks like managing your schedule, giving customer recommendations, or even handling customer chats. These agents can work on their own or with your team, and they help automate and improve everyday business operations.

Reality: AI agents are easier than you think

The reality is that many AI agents are designed to be user-friendly and intuitive, requiring no more than basic computer skills to operate. These tools often come with guided setups, tutorials, and customer support to help users get started. And the increasing use of smart intelligence in everyday applications means that more and more people are finding them accessible and beneficial, regardless of their technical background.

From building low-code AI agents to customizing them to scale, you can do it in just a few easy ways. Here’s how:

• Plug-and-play platforms: Many AI tools come with instructions to implement or are already ready to be used. You answer a few questions about your business, pick a response template (like “customer support request”), and the agent will prompt you to the next step..
• Set up language: You can often “talk” to these agents in everyday language. For example, you might type, “Help me send follow-up emails to customers every Friday,” and the agent works with you to create the steps based on the information provided.
• Customize with low-code or no-code: For non-technical people, customizing AI agents is now easier. Because no code or low-code tools let anyone build and change AI using simple drag-and-drop features. 
• Support and training: Resources to help you get started and troubleshoot issues are always available. Support and training includes onboarding guides, video tutorials, support desks, or training groups to help you learn fast.

Belief #2: AI agents are too expensive

There’s a strong belief that AI agents are only for large companies with deep pockets. This belief exists because implementing AI often involves significant upfront costs that can seem overwhelming to SMB owners. This is reinforced by the fact that AI implementation is rarely viewed as a simple plug-and-play process and there are misconceptions about huge costs, not only for software licenses, but also for cloud computing fees, ongoing maintenance, and support. 

The fear of hidden costs like data preparation, security measures, and team training can strain limited resources and budgets, making AI seem unaffordable — unless you have the right tools.

The Reality: AI agents are more affordable than ever

AI agents have become incredibly accessible, even for the smallest businesses. You don’t need a massive upfront investment or a dedicated IT department. Many AI tools work on a subscription basis, so you can start small and scale up as your business grows. With Agentforce, you can even build your own AI agent. 

Now, you know that you don’t need to take a loan to use AI agents. The next step is to start using it. And here’s how you can do it:

• Start small: Test out free plans or basic subscriptions. Many platforms let you try before you buy, so you can see real results without any risk.
• Use no-code tools: Platforms like Salesforce let you set up automations and build your own AI agent with simple drag-and-drop interfaces‌. No need to hire expensive developers.
• Automate to save: Save staffing costs by automating repetitive tasks, like answering FAQs, scheduling appointments, or sending follow-up emails‌.

Belief #3: AI agents aren’t customizable

Early AI tools and chatbots were often very basic and rigid, offering limited ability to adjust their responses, tone, or appearance. This led to frustration and the impression that AI agents can’t truly “understand” or represent a business’s unique identity. Also, the fact that many AI platforms initially offered limited options for personalization, such as fixed templates or basic keyword matching, which couldn’t capture nuanced customer interactions or brand personality.

The reality: AI agents are highly customizable

AI agents are built to fit your business like a glove. With just a few clicks and uploads, you can make your AI agent hyper-customized. You can tweak almost everything‌ — ‌how they look, how they talk, and what they know. Want your agent to greet visitors with a warm, “Hey there!” instead of a stiff, “Greetings, sir or madam”? Easy. Need help answering questions using your own product manuals or policies? Just upload your business information or link to your website, and the agent learns from your content.

You can build your own AI agent and give it the shape and size as per your business requirements. Here’s what you can customize:

• Visual branding: Customize colors, logos, avatars, and even button placements so the agent blends right into your website or app.
• Personality and tone: Set the agent’s “voice” to be friendly, formal, humorous, or anything in between, matching your brand’s personality.
• Knowledge base: Upload your own documents, FAQs, self-service portals, or connect your website so the agent answers questions with your business’s unique information.
• Quick actions and buttons: Add shortcuts for common questions or actions, making it easier for customers to get what they need fast.
• Behavior and workflows: Adjust how the agent responds, what it prioritizes, and even how it routes complex issues to your team.

Belief #4: AI agents lack human touch

A common belief that AI agents are cold, robotic, and can’t connect with people like a real human can exist because early interactions with smart intelligence often felt impersonal and generic. Because of that generalization, customers also perceived AI interactions as less satisfactory. And that made business owners fear that using AI agents might make their business feel less personal, worrying that customers will immediately notice the difference and feel like they’re interacting with a machine rather than a team member.

The reality: AI agents can feel surprisingly human

AI agents are built to go way beyond stiff, scripted replies. It uses natural language to understand what your customers are really asking, respond in everyday language, and even pick up on emotional cues. Some agents can adjust their tone, slow down if a customer seems frustrated, or offer a friendly greeting just like a real team member would. With the right setup, your business can deliver fast, personal, and caring service at any hour, helping you build real relationships even as you grow.

AI agents aren’t human, but they can observe human beings and apply their learnings to make conversation easy-going. Here are a few ways AI agents can do it:

• Conversations are easy: AI agents remember customer preferences and past chats, so each interaction feels familiar and relevant‌.
• Understands natural language: They can handle questions phrased in different ways, making the conversation flow more naturally instead of feeling robotic.
• Emotionally aware: Some agents can detect when a customer is upset or happy and adjust their responses to match the mood‌, ‌offering empathy or excitement as needed.
• Continuous learning: With every conversation, these agents get better at understanding what your customers want and how to help them, just like a good employee who learns on the job.

Belief #5: AI agents are inflexible and rigid

The belief that AI agents are inflexible comes from ‌experiences with basic chatbots or automation tools that failed to respond well when customer queries or workflows became complex or unpredictable. Businesses that tried those early systems often found them unable to handle exceptions or evolving demands, which gave rise to the belief that AI agents can’t adapt. Those AI systems were often rule-based, following strict scripts and preset conditions without room for creativity or adaptation.

The reality: AI agents are built to adapt and evolve

AI agents are designed to be anything but rigid. They’re designed to tackle new tasks, learn from experience, and change as per your business growth, or the market shifts. Whether you’re facing a sudden spike in orders, a new trend in customer questions, or a shift in your business model, these agents are ready to pivot right alongside you‌ and keep you nimble.  Agents use real-time data, integrate with your existing systems, and can even personalize ‌responses for different customers or scenarios.

Just as business is evolving, so is technology. AI agents are trainable and flexible to scale with your business. Here’s how:

• Adaptive: AI agents adapt to changes as per your interactions. If your customers start asking new questions or your business priorities shift, the agent can be improved to address them. You can monitor the agent’s behavior and tweak their actions.
• Decision-making help: These agents use up-to-the-minute data to make choices, so they can respond instantly to changes in demand, customer behavior, or market trends.
• Easy integrations: AI agents can connect with your existing tools‌. Like your customer relationship management (CRM), ecommerce platform, or inventory management — ‌so they work as part of your current workflow, not in isolation.
• Personalization: They can tailor their actions and messages to each customer, making every interaction feel unique and relevant.

AI agents for small business — it’s real

Explore AI agents for your small and growing business and see how they can help you run your business smoothly. As you learn and grow, they will too. The important thing is not to fear the intelligence, but train it to assist you in being the best business owner you can be. 

Here are some resources to help you learn more about AI agents and what they can do for your business:

• What Are AI Agents? Definition, Examples, Types
• What Is an AI Agent For Small Business?
• AI Agent vs. Chatbot — What’s the Difference?
• AI Use Cases with Salesforce
• How to Build an AI Agent

Start your journey with Starter Suite today. Looking for more customization? Explore Pro Suite. Already a Salesforce customer? Activate Foundations today to try out Agentforce.

AI supported the writers and editors who created this article.