How to use AI in small business? Artificial intelligence is no longer the exclusive domain of large technology companies. Today, even small and medium-sized businesses can leverage this technology to optimize processes, improve productivity, and offer more effective customer service. In this article, we will explore how to use AI in small business, what are the main application areas, and what benefits can be obtained.
According to the Salesforce Small & Medium Business trends report, 71% of Italian leaders who intend to use artificial intelligence declare that keeping up with technological innovation is a challenge. Furthermore, 49% highlight the lack of time to master digital tools. A priority for 75% of companies is improving data quality, considered a crucial element to increase revenues.
According to data from the 2024 research by the AI Observatory of the Politecnico di Milano, artificial intelligence is still not very widespread among SMEs compared to large companies. Although 58% of small and medium-sized enterprises show interest in this technology, only a minority has actually launched concrete initiatives: 7% among small enterprises and 15% among medium-sized enterprises.
The report highlights the transformative role of Generative AI for the Italian production system, with particular attention to Small and Medium Enterprises and Made in Italy.
how to use ai in smes according to The European House Ambrosetti
According to the data of the European House Ambrosetti report “AI4Italy: from theory to practice”, generative AI is rapidly transforming the global economic landscape, and for Italy it represents an unprecedented opportunity to know how to use AI in Small and Medium Enterprises. With over 225,000 SMEs active in the country, which contribute to almost half of the national added value and employ around 6 million people, the adoption of Generative AI could decisively accelerate the competitiveness of Made in Italy.
According to the report by The European House – Ambrosetti, Italian SMEs could benefit from an increase in added value of up to 122 billion euros, equivalent to 40% of the total estimated benefits for the national production system. Knowing how to use AI in SMEs is no longer an optional choice, but a critical factor for the future of Italian companies.
benefits of how to use ai in smes
- Increased productivity: SMEs could see a growth of 16.3% for small businesses and 17.5% for medium-sized businesses thanks to the integration of AI in production and decision-making processes.
- Expansion in international markets: generative AI could help increase exports by up to 14%, allowing companies to expand their global presence.
- Improved profit margins: intelligent automation of business activities could lead to an increase in margins of up to 19.5%, especially in the fashion, mechanical and pharmaceutical sectors.
- Personalization at scale: thanks to advanced data analysis, SMEs can use AI to create more targeted products and services, improving customer experience and optimizing marketing strategies.
The challenges to face
Despite the great potential, many Italian SMEs face significant obstacles in knowing how to use AI:
- Limited digitalization: Compared to large companies, SMEs have less technological infrastructure and process digitalization.
- Skills shortage: 63% of Italian entrepreneurs consider Generative AI know-how to be still not widespread.
- Difficulty in accessing data: SMEs often have limited volumes of quality data, which is essential for training AI models.
Furthermore, consumer trust is now a critical issue in the choice of using AI in SMEs. According to Salesforce research, 77% of Italian SMEs are willing to invest more in technologies offered by reliable suppliers. The main concerns related to AI adoption concern security, the lack of clear strategies and ethical implications. These factors underline the importance of collaborating with technology partners that guarantee security and transparency.
How to overcome barriers?
According to The European House Ambrosetti, generative artificial intelligence will have an impact on Made in Italy. However, to enable SMEs to implement artificial intelligence, a national strategy is needed that includes:
- Training and continuous updating to fill the gap in digital and AI skills.
- Incentives for technological adoption, facilitating access to digital infrastructures and AI tools.
- Targeted industrial policies that favor the digital transformation and innovation of SMEs.
In addition, before implementing AI, SMEs must:
- Identify business needs: answer the question “Which processes can benefit from automation or optimization?”
- Evaluate available tools: choose scalable, accessible and easy-to-integrate solutions into their systems.
- Train staff: the adoption of AI requires preparation and reskilling plans to get the existing staff to know how to use AI.
- Measure results: monitor performance to understand the effectiveness of the solutions adopted.
SMBs often face budget and resource constraints, making it difficult to access advanced technologies such as Artificial Intelligence. However, thanks to AI Agent building platforms such as Crafter.ai, AI becomes more accessible even for small businesses. Solutions such as chatbots and AI agents allow you to automate key tasks such as customer service, internal support and marketing, without requiring large investments in development or infrastructure. These tools are the easiest and most cost-effective way to introduce AI to companies of any size, allowing them to optimize processes, improve efficiency and remain competitive in the market.
Examples of AI Applications in SMEs
SMBs can use AI in multiple operational areas:
- Chatbots and AI agents for customer service: advanced tools that improve customer interaction, responding in real time to requests, reducing waiting times and improving the user experience.
- Automation of administrative tasks: AI can speed up operations such as invoice management, order tracking and accounting, reducing human errors.
- Marketing and personalization: thanks to predictive analysis, SMBs can develop customized marketing campaigns and improve customer loyalty.
- Supply chain optimization: AI helps predict demand, optimize inventory levels and reduce waste and costs.
- Support for content creation: from product descriptions to social media posts, generative AI can automate the production of texts and images to improve corporate communication.
The digitalization process of Italian SMEs
SMEs can accelerate their digital transformation journey and getting to know how to use AI by adopting advanced technological tools to optimize internal processes, information management and customer relationships. More and more companies are focusing on cloud-based solutions, large-scale data analysis and artificial intelligence to improve operational efficiency and reduce expenses. The integration of digital platforms allows them to expand their scope of action, reach new markets and offer a more effective customer experience, increasing their global competitiveness. Although obstacles such as limited financial resources and a lack of technological skills can be a challenge, SMEs that manage to make the most of these innovations can gain a strategic advantage over more structured but less flexible competitors.
According to data from the Startup Thinking Observatory of the Polytechnic University of Milan, in 2025 the digital transformation in Italian SMEs will continue to grow, but a turning point will not yet be reached: to take this step, strategic plans, adequate skills and specialized professionals are needed. Most companies, including large enterprises, plan to increase investment in information and communication technologies, with growth estimated at around 1.5% this year.
ConclusionS
SMEs, despite facing structural and technological barriers, can greatly benefit from using artificial intelligence, helping to strengthen the competitiveness of Made in Italy. However, to fully realize the potential of the technology, an industrial policy strategy is needed that facilitates access to skills, investments and digital infrastructure.
