When Alex Schlesingerfounder and CEO of the insurance company Active mutualFaced with the harsh reality of the training of sales agents without budgets or trainers that large companies could afford, he turned to something unexpected: an AI chatbot.
“Our small business has had trouble giving our agents for some time the type of in -depth training that large companies can afford,” Schlesinger told Pymnts. “But that has changed this year when we started using gemini to play difficult conversations.”
Instead of hiring expensive coaches or having sales agents attending long workshops, Schlesinger said that his business had used gemini to simulate conversations SO agents could Repeat the answers in a realistic setting.
The result? “He prepares my agents better and faster than any sales class,” said Schlesinger. “They In fact Find incredibly useful practice sessions and create real skills. »»
While sales suddenly fell 50%, Schlesinger noticed something more precious. “This new level of confidence and the resulting positive interactions of the customer are a huge” bonus “for our entire team.”
For Schlesinger, Gemini has become the internal coach that his team has never had, leveling the rules of the game between his business and his much larger competitors.
Schlesinger’s story is not unique. Small and medium -sized enterprises (SMEs) across the country adopt artificial intelligence (AI) as a way to compete with large companies.
By automating processes, increasing talents and accelerating decision-making, AI allows small businesses to get around inherited systems and jump directly into an IA-FIRST commercial model – Whoever can compete with what the big holders offer.
New data from Verizon Business’ 2025 State of Small Business Survey showed that 38% of SMEs integrate AI into operations. More than one quarter (28%) deploy AI for marketing and social media, while 24% use it for written communications. Almost a quarter uses it to supply digital personal assistants who can help with customer service. Other uses include cybersecurity and hiring and retention of workers.
“The owners of small businesses enter a new chapter of digital companies with the rise of AI,” said APARNA KHURJEKARDirector of income, sales markets and Saas to Verizon Business, in a statement.
Staying competitive is an imperative for small businesses, especially in an uncertain economy. According to a May 2025 Pymnts Intelligence Reporthalf of SMEs must rely on funds they get daily sales or Since the bank just To survive.
“This highlights the precarious financial situation of an important part of the SMB landscape, leaving them vulnerable to the fluctuations in income caused by a changing commercial environment,” said the report. Hotels, restaurants are particularly dependent And entertainment companies.
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Compete on intelligence, not on a scale
The adage “works more intelligently, not more difficult” applies to SMEs and AI.
“Small businesses cannot compete with the largest companies ladder – They therefore need to compete on intelligence, “said Mary Kay BowmanExecutive vice-president and director general of payments and financial services at the Bill software provider.
“The most intelligent thing that small businesses can do is use AI to unlock expertise in high -level finance and tools that were only available for businesses.”
Bowman told Pymnts that the best AI tools for SMEs are not flashy technological modules but are built by thinking of the needs of small businesses. “The Silicon Valley must deliver the AI In fact Provides tangible results that small businesses need: save time, improve precision and release the bandwidth to focus on growth. »»
Jackie SinclairA consultant who works with SMEs, agreed. “Let’s face it-manage a small business often means doing everything yourself. But AI returns this script,” she said. “This gives owners of small businesses the power to function as if they had a complete team behind them, less general costs.”
Kevin GreenDirector of marketing at HapaxAdded that small businesses have the possibility of “jumping” the largest institutions by using personalized and specific solutions to industry and focusing on operational improvements and processes essential to success.
“There is so much innovation around AI with Big Tech pumping new features every week,” Green told Pymnts. “We are given countless examples of tactical use cases which are impressive, but which often do not integrate us into the way we do business.”
An example of personalization comes from Legalzoom. CEO Jeff Stibel Pymnts said that his company’s partnership with Perplexity gives direct access to small businesses to their legal tools within the research fueled by AI.
“This first collaboration of its kind reflects the way in which small businesses are turning more and more towards AI not only for efficiency but also for confidence,” said Stibel. “Although AI cannot replace legal advice, it can be the first step from which we, at Legalzoom, can then finish the process.”
Customer service is another area of disruption. Robin Westerling, CEO of Longvadonsaid Salesforce agent’s AI agents to leave They reduce and solve customers’ problems and activated the company of shrink From three to a customer support staff While maintaining a quality service.
For the leaders of SMEs who do not know where to start, Schlesinger advised them to “explore how AI tools could help you fill the shortcomings where you do not have resources to large business.
What companies use
Here are some tools that SMBs use, according to Sinclair:
- Marketing: tools like chatgpt, jasper And Copy.ai helps SMEs write legends, blogs And Faster and smarter email.
- Design: Cloth Magic Studio, track And Lumen5 to leave Business owners create professional graphics and videos without a designer.
- Accounting and financing: QuickBooks AI, Waveapps and Xero Simplify delivers accounting and forecasts.
- Admin and legal: Donotpay and Spellbook help write contracts and other legal documents and respond to FAQs.
- Operations: AI, Gohighlevel and Clickup Brain Automate Workflows so that companies do not lose track when things are busy.
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