Lyle Pratt is Founder & CEO of Vida, a provider of enterprise-grade AI voice solutions that are transforming telecom and SMB operations.
As someone who’s been in the startup game for over two decades, I’ve seen my fair share of small and medium-sized businesses (SMBs) that think they’re ahead of the curve, only to realize they’re barely keeping pace.
New data puts numbers behind this sentiment. My company, Vida, recently conducted an independent survey, which found that only 14% of SMBs see themselves as leaders in their industry when it comes to keeping up with technology. This figure doesn’t just reflect perception; it highlights a deeper challenge in how technology is being adopted across the industry.
Look, I get it. When it comes to many aspects of their business, most SMB owners I know genuinely feel competitive. Business is good, customers are happy, and on the surface, everything appears to be running smoothly. But there’s often a hidden problem: Many business owners don’t feel confident with new tech.
And in today’s economy, falling behind on tech isn’t about missing flashy trends; it’s about losing your competitive edge.
The AI Advantage
Here’s where AI, especially tools designed with small businesses in mind, can make a real difference.
We’re not talking about the clunky tech from five years ago. Today’s AI solutions, from voice agents and customer service tools to marketing automation and workflow optimization, are practical, accessible and often plug-and-play. They help SMBs extend their reach, streamline operations and do more with less.
According to my company’s survey, 97% of SMBs using voice AI agents reported revenue increases, and 82% saw significant improvements in customer engagement. Additionally, Vida found that 80% of SMBs using AI voice agents reported saving five or more hours per week. That time savings can be reinvested into sales, product development or customer retention, areas where small businesses often struggle to scale efficiently.
Salesforce research shows that 91% of SMBs adopting AI in any form have reported revenue gains.
Despite these results, adoption among SMBs remains uneven. Many business owners still perceive AI as unnecessary, futuristic or irrelevant to their current needs. But like any new technology, that perception is shifting. Notably, 69% of SMBs who proudly identify as “tech leaders” have embraced AI-powered voice solutions for sales or customer support.
What’s clear is that AI is becoming more democratized. It’s no longer reserved for large enterprises; it’s increasingly within reach for smaller companies ready to explore it. According to Salesforce, while 80% of current AI users believe the technology is commonly used among their peers, only a third of non-users agree. That perception gap reveals a real opportunity, not to chase trends, but to discover tools that could make your business more efficient, responsive and resilient.
What’s Holding SMBs Back
Despite strong ROI indicators, AI adoption remains limited across much of the SMB landscape. Conversations with business leaders and industry data reveal three persistent barriers:
1. Tech Intimidation: Many SMB owners worry that AI tech is overly complicated or out of reach. According to Gartner, 63% of organizations say they either lack or aren’t sure they have the right foundation to support AI. That hesitation is even more common in smaller companies without dedicated tech teams, where diving into new tools can feel risky.
2. Concerns About The Human Touch: A common belief is that customers insist on speaking with a human. But here’s the reality: Customers care more about quick, effective solutions than whether they’re talking to a human or an AI, according to Salesforce.
3. Fear Of Complexity And Cost: Too many SMBs still think AI is expensive or difficult to implement. The truth is, today’s AI tools are simpler, cheaper and easier to set up than ever before. Some SMB-focused solutions are practically plug-and-play. Interestingly, McKinsey found that in many organizations, employees were nearly three times more likely than leaders to report regular AI use. While this reflects larger companies, it hints at a broader trend that AI adoption can happen organically, often through everyday tools and without the need for a big investment.
Don’t Let Missed Opportunities Pile Up
But the solution doesn’t have to be overwhelming.
Start by identifying where your company is stretched too thin, where customers are slipping through the cracks or where simple tasks eat up valuable hours. Missed calls, delayed follow-ups and dropped leads are some of the easiest problems to spot, and the most costly to ignore. For service-based businesses, especially, the impact is real: 27% of calls to these businesses go unanswered. In Vida’s survey, 42% of SMBs estimate losing $500 or more per month from missed calls alone.
Once you’ve identified the problem, you don’t need a dedicated IT team or a massive budget to begin. Many business owners start with low-cost AI tools that solve a single, specific challenge.
And you don’t have to figure it out alone. From tapping into a vendor’s onboarding support to learning from peers already testing AI to even researching solutions on your own, there are practical, accessible ways to get smarter about what’s out there and how it can work for your business.
Conclusion
Adopting AI isn’t about replacing people, it’s about making strategic moves that give you and your team more time to do what they do best. When AI handles the repetitive, time-sensitive tasks, you can focus on building relationships, solving problems and creating value in ways automation simply can’t.
The most important step is getting started, with curiosity, intention and the confidence that you don’t need to have all the answers on day one. Start small. Learn as you go. And remember, adopting AI isnt’ about chasing trends, it’s about staying competitive, sustainable and prepared for what’s next.
So here’s my straightforward advice from one SMB owner to another: AI isn’t a novelty; it’s your next competitive advantage. The sooner you explore what’s possible, the sooner you’ll see how AI can help you run a smarter, more resilient business.
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