AI for Small Business

Artificial intelligence (AI) is changing the tech world. It can optimize operations and boost efficiency for teams at both large enterprises and small and medium businesses (SMBs). Large companies may have explored AI first, but it’s now transforming the way startups and small businesses work, too.

While it might seem daunting, getting started with AI for small business is‌ much simpler than it seems. But what is it and why is there so much chatter around it? Let’s review why AI is taking the world by storm and how your SMB can begin exploring its potential.

AI is the capability of computer systems and machines to perform tasks that normally require human intelligence, such as decision-making, problem-solving, and repetitive tasks. AI isn’t necessarily a new technology, yet its growth and applications have gained undeniable momentum in the past few years.

AI is quickly revamping the way businesses operate and is here to stay, so it shouldn’t be treated as “just a phase.” The earlier you start planning for it, the better positioned your company can be.

You may have noticed personalized recommendations on streaming services like Netflix — ‌ a prime example of predictive AI. Or maybe you’ve tried asking ChatGPT a question — that’s generative AI (Gen AI) at your service. AI makes things run smoothly inside a company and gives customers a personal, connected experience.

You can use AI to automate customer service with chatbots, generate marketing content to engage audiences, forecast sales for smarter supply chain management, and analyze customer data to identify new leads or improve service delivery.

AI isn’t changing the way businesses operate and function. In fact, according to the latest Small and Medium Business Trends Report, ‌75% of SMBs are investing in AI in some capacity. AI automates repetitive tasks for you, like data entry and answering basic customer questions.‌

AI-powered chatbots can give your customers personalized recommendations like a virtual shopping assistant. AI helps you tailor marketing strategies and sales approaches to specific customer segments. You can compete against larger enterprises by getting insights that were once only affordable to big companies. Not just this, but you can use AI to train your teams and reduce their workload by adding automated workflows.

But if you need more, then you should hear about AI agents‌. AI agents are designed to carry out specific business functions on their own. For example, handle customer inquiries, manage workflows, or strategize marketing campaigns.

AI needs data to exist. The success of AI depends on trust. So cleaning and filtering data should be the first step. This includes collecting, cleaning, and converting data into a structured format. The more refined your data is, the higher your SMB’s chances are of having a successful AI integration.Here are more practical tips for you:

Before deploying AI, audit your data sources for accuracy and completeness. Remove duplicates, fix errors, and standardize formats to avoid biased or faulty AI outputs. Clean and well-organized data helps to avoid biased or faulty AI outputs. Maintain ongoing data quality control by regularly monitoring and updating your data to keep pace with changing business needs and customer expectations.

Define and document how AI will be used within your business, including what data it will access, how decisions are made, and how you protect privacy. Here are some practices for you:

• Share these policies openly with customers and your team.
• Protect customer data through encryption, secure storage, and compliance with relevant regulations like General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA).
• Regularly review data security practices to maintain trust.
• Be transparent and implement customer feedback.

Communicate to your customers and clients clearly when AI tools are being used, especially in customer interactions. Explain how customer data is managed and the benefits AI provides for their experience. Actively invite customer feedback on AI-driven services to identify trust concerns and discover areas for improvement.

Start with AI implementations to monitor outcomes closely. You can give prompts to your smart tool and see which type of prompt is giving you better results. To learn more and practice with AI, look for resources around you.

Resources like podcasts, guides, and webinars can help you gain knowledge about AI. Download practical guides like the AI Guide for Small Businesses for comprehensive strategies and real-world use cases. Get your hands on deck with Trailhead, Salesforce’s free online learning platform and learn how to:

• Get Started with Artificial Intelligence and Data
• Prepare Your Data for AI, Learn Data for AI
• Build an AI Agent with Agentforce 360

Start small and try implementing AI internally first. This allows your team to adjust to the technology without impacting customers. Analyze tasks and processes to see where AI can improve your workflows. This will help you determine where your business can benefit most from AI.

Here are some examples of small business AI in action, and be sure to check out the success stories from Trailblazers Wonolo and PaySauce.

• Wonolo improves agent efficiency, confidence, and consistency using AI-generated chat replies. As a result, the company has decreased average handle times by 20%.
• PaySauce easily segments lists to send more targeted communication and builds out automations and journeys. Their open rate of newsletters has increased from 37% to 52%.

Meeting the needs of customers is always the goal for SMBs, but it’s easier said than done. But now that you know the importance of AI, here’s a peek into what SMBs are using. Get modern with AI-enabled CRM which provides the best of both worlds by combining generative AI with your customer data to create an intelligent, 360 degree view of your customers — ‌ leaving both the customer and company happy.

Start your AI journey with a free trial of Starter Suite today. Looking for more customization? Explore Pro Suite. Already a Salesforce customer? Activate Foundations and try out Agentforce 360 today.