AI in Small Business: Benefits and Considerations

AI, or artificial intelligence, involves using computers and machines to help mimic the problem-solving and decision-making capabilities of the human mind. As of May 2023, around 68% of Australian businesses had already implemented AI technologies, with an additional 23% planning to do so within the next year. While once seen as a tool for large corporations with deep pockets, AI is becoming increasingly useful for small businesses looking to innovate, save costs and remain competitive.

Benefits of AI for Small Businesses

Adopting AI as a small business involves careful consideration of costs, security, and team dynamics to ensure it adds true value to your small business. Its benefits can include:

• Automating Routine Tasks – AI can help automate routine tasks like data entry, inventory management, and customer support to save time and reduce human error. For example, certain tools can automate data entry, while others can oversee stock control and inventory.
• Enhancing Customer Service – AI can help analyse customer data for personalised recommendations and services. It can also be implemented as a chatbot to offer 24/7 customer support, automatically answering FAQs and handling enquiries outside office hours.
• Data-driven Decision Making – Use AI to analyse customer preferences and market trends, predicting demand and optimising pricing strategies. Start with Google Analytics to track sales trends, web traffic, and customer behaviour, and use this data to help guide your strategic decisions.

Considerations for Small Businesses

To make sure that using AI is right for your business, it’s important to be aware of these key considerations:

• Initial Setup Costs – When researching AI tools, consider the potential increase in revenue or cost savings against the price of the AI solution to ensure a favourable ROI.

Some tools can help automate customer interactions and data management, potentially boosting sales and customer satisfaction. Similarly, using task automation can reduce the time employees spend on repetitive tasks, allowing them to focus on more value-adding activities.

• Data Security and Privacy – Keeping customer and company data secure is essential, so it’s important to look for AI solutions from vendors with proven security credentials. Since data protection laws differ from country to country, opting for Australian AI solutions where possible will ensure compliance with Australian guidelines, offering greater peace of mind.
• Employee Training and Integration – Employees might view AI tools as complex or fear they signal job cuts. To ease these concerns, it may be effective to introduce informal training sessions to show how AI complements their roles rather than replaces them.

You could introduce tools that enhance communication or streamline project management to make work easier for your team. Start with basic tutorials on these tools to foster a culture that embraces technology adoption, rather than being threatened by it.

Government Initiatives and Resources

Need more encouragement? There are numerous government initiatives and resources in place to help businesses start to work with AI, including:

• The Minister for Industry and Science offers free AI education for small and medium-sized Australian businesses.
• Business.gov.au guidance offers numerous resources explaining how AI works and providing examples of how you can integrate it into your business.
• Business.gov.au grants like the AI Adopt Program, which provides funding to establish AI Adopt Centres to help small and medium-sized businesses adopt AI.

Businesses Should Care About AI

The improvements small businesses may be able to gain through integrating AI into their operations are substantial. However, it’s important to consider whether the advantages (increased efficiency, improved customer service, and smarter decision-making) outweigh the challenges (initial costs, data security, and system integration) for your small business.