Which AI-Driven Solutions SMBs are Considering or Using

Forbes reports that small and medium-sized businesses (SMBs) are using AI solutions to compete with larger companies. According to Forbes, SMBs use AI to optimize operations, generate content, and enhance customer service so they can succeed and grow. 

To determine which AI-driven solutions SMBs are considering or already using, TSL Tech Research conducted an online survey of over 450 IT leaders at companies with 50 to 500 employees. We found that SMBs are currently using or planning to use AI for business intelligence (BI), developing AI-powered assistants, and content creation. 

Here’s an overview of the results and what they mean for IT service firms that want to win over SMBs. 

Top 5 AI-Driven Solutions Used or Under Consideration by SMBs 

When we asked IT leaders at SMBs what AI-powered solutions they were using or considering, AI for data analytics and BI came out on top. Chatbots and virtual assistants came in second and generative AI for content creation finished third. Cybersecurity and software development tools rounded out the top 5 AI-driven solutions under consideration by SMBs. 

Of the firms surveyed: 

• 58% Chose AI for Data Analytics & BI 

• 49% Chose Chatbots & Virtual Assistants 

• 38% Chose Generative AI for Content Creation 

• 37% Chose AI-Powered Cybersecurity Tools 

• 26% AI-Enhanced Software Development 

• 11% Other  

Key Takeaways: 

AI for data analytics and BI was clearly the top choice for SMBs. When marketing their services to SMBs, IT service providers should promote their expertise in AI-powered analytics.  

Managed service providers (MSPs) should also emphasize their expertise in working with AI platforms that make building AI-powered assistants and agents easy. Experience with GenAI tools would also be attractive to SMBs looking for managed services related to AI solutions.  

Managed security service providers (MSSPs) should emphasize how their cybersecurity offerings are strengthened by AI intelligence. AI-powered DevOps is another area of potential growth for IT service firms that partner with SMBs. 

Let’s take a closer look at the AI solutions that finished in the top 3 of the survey. 

AI for Business Intelligence 

SMBs can use AI to gather data from across the business and analyze it to gain insights that power better decision making. AI for BI uses Machine Learning (ML) and Natural Language Processing (NLP) to analyze complex, unstructured data and uncover hidden patterns that can be used to predict trends, solve problems, and develop products that address customer needs.  

AI-Powered Assistants 

Agentic AI is a great way for SMBs to optimize operations and customer service using fewer human resources. Using AI to create digital assistants and agents allows SMBs to automate processes and even coordinate multiple agents to perform complex and interrelated tasks, such as analyzing customer histories, recommending content, and up- or cross-selling.  

GenAI for Content Creation

GenAI has captured the imagination of the public because of its ability to create realistic images and videos based on prompts. However, GenAI can be a powerful practical tool for SMBs that need to create content using limited resources. With GenAI, SMBs can create text, images, audio, and video that matches the quality of larger competitors. Examples of content include website copy, product description, thought-leadership pieces, social media posts, and email sequences. 

Understanding the AI Market for SMBS 

At TSL Tech Research, we conduct online surveys to help IT service firms understand the technology market by tracking trends and challenges faced by real companies. By asking IT leaders at SMBs what AI-powered solutions they are already using or thinking about adopting, we help MSPs better market their services while also gathering information to match companies with ideal technology partners. 

If your IT services firm wants to find out more about what SMBs want from their technology partners, reach out to TSL Tech Research to conduct a survey or design your own.