AI for Small Business—Transforming Operations and Driving Growth

Artificial intelligence (AI) technologies like automation, machine learning, and natural language processing can boost efficiency within your small business. By using data analysis and automation, you can make smarter choices and drive business growth.

Learn more about artificial intelligence and its growing relevance for transforming operations. Discover how AI can help you maximize productivity and improve your decision-making process.

What Is AI?

AI is a field of science that focuses on building computers and machines capable of performing human functions, such as reasoning and learning. AI technologies can be useful in many different fields and can perform a wide variety of functions, such as making recommendations, helping with decision-making and problem-solving, and analyzing large amounts of data. While AI tools often specialize in analyzing large amounts of data, they can also provide recommendations and knowledge on the data or questions you provide.  

The core principles of AI technology are: 

• Machine learning (ML): ML focuses on the data and algorithms that teach AI how to imitate the way humans learn. By doing this, ML improves AI accuracy. 

• Natural language processing (NLP): NLP helps AI recognize, understand, and generate text and speech. It aids in automating repetitive tasks, improves data analysis, and enhances searches.

• Automation: AI can also perform repetitive tasks. While the terms are sometimes used interchangeably, automation and AI are two different things. Combining AI and automation results in cognitive automation.

Benefits of AI for Small Businesses

AI has the ability to benefit your small business in many ways. Implementing AI tools in your small business can provide the following benefits: 

• Cost savings: AI can potentially reduce operational costs through automation and improved efficiency. The Small Business and Entrepreneurship Council (SBEC) reports that 48 percent of small businesses started using AI tools in 2023. Additionally, 93 percent of them agreed that AI provided cost-effective solutions that helped them improve business profitability [1].

• Improved customer experience: AI can enhance customer interactions by creating highly personalized services and on-demand support. 

• Data-driven decision-making: Businesses can leverage real-time analytics to create informed business strategies and predictions. 

• Increased productivity: Automating repetitive tasks frees up time for employees to engage in work that may be considered more valuable. This, arguably, results in higher employee retention and satisfaction. 

• Competitive advantage: Small businesses may use AI to gain insights and capabilities that level the playing field with larger competitors. AI can help small businesses function on par with larger competitors without hiring more employees or spending more money. 

Use cases of AI in small businesses

Many different AI tools are available, each with a variety of functions and outcomes. Some AI tools focus on solving specific problems involving sales, customer service, and marketing, which are topics pertinent to small business owners. Consider the following AI tools that may be helpful for your small business:

• Customer support chatbots improve customer experiences by automating responses to common inquiries, providing real-time personalization, and improving service availability. 

• Marketing automation uses data-driven insights and includes predictive analytics and personalized recommendations. Many businesses utilize ChatGPT and other AI tools to create written content. This written content assists businesses in content areas like product descriptions, emails, blog posts, and more.  

• Inventory management implements AI solutions to predict demand and efficiently manage items and inventory. AI involvement allows businesses to have a more comprehensive view of items and inventory across multiple areas. 

• Sales forecasting professionals use AI to analyze past sales data to help predict future trends and provide real-time sales leads.

• Fraud detection departments leverage machine learning (ML) algorithms to identify and prevent fraudulent transactions by detecting anomalies in customer behaviors and recognizing patterns.

Best practices for implementing AI in small businesses

Start incorporating AI into your small business by using these five helpful tips:

1. Start small: First, identify a specific problem within your business that AI can solve. Then, incorporate AI into your business to target this problem. New AI tools are frequently created, so it is important to feel comfortable when faced with the many choices available.

2. Choose the right tools: Select AI tools that align with your current business needs and future goals.

3. Focus on data quality: Make sure your data is clean and relevant, as AI systems rely on quality data to provide the most effective results.

4. Train employees: Invest in training to help staff understand and learn how to utilize AI tools effectively.

5. Monitor and adjust: Continuously evaluate the performance of AI implementations and make necessary adjustments to continue at maximum efficacy.

Who uses AI in small businesses?

AI is continually recognized as a helpful tool in small businesses and is used across a variety of sectors, such as:

• Retail: Shops use AI to help inform pricing decisions, improve demand forecasting, and create a personalized customer service experience. By integrating AI into their business, retail outlets can reduce losses, resulting in higher profits. 

• Health care: Health clinics use AI for patient record management, appointment scheduling, and customer service needs.

• Hospitality: Hotels use AI to help personalize customer experiences, optimize operational efficiency, and manage inventory. Restaurants employ AI for reservation scheduling, personalized customer experiences, and marketing needs.

• E-commerce: Online stores leverage AI for personalized marketing, customer service, and inventory management.

• Finance: Small financial firms use AI for risk assessment and fraud detection, lowering their losses per year. AI tools allow small financial firms to sift through large amounts of data to find patterns and anomalies without taking employees away from other important work. 

Learn more about AI for small business with Coursera

If you’re interested in finding tools to help your small business grow, AI can be a great place to start. Start learning how AI can help your small business grow with IBM's AI Foundations for Everyone Specialization on Coursera. This program covers topics that may be helpful, including artificial intelligence, generative AI, prompting engineering basics, and more.