New Research Reveals 51% of U.S. Small Businesses Use AI

Talkdesk has released new research examining how U.S. small businesses are using AI in customer service.

The survey found that just over half (51%) have already integrated AI into their operations, while 94% plan to either expand or maintain current customer service staffing levels over the next two years.

“Small businesses are showing us that even lean teams can harness AI to deliver faster, smarter, and more valuable experiences to their customers,” said Neville Letzerich, chief marketing officer at Talkdesk.

“By combining new technologies and the human element, they’re proving investments in modern customer service can reap dividends, and CX can be a source of optimism for businesses during uncertain times.”

Nearly one in three (32%) small businesses are focusing more on customer experience (CX) to strengthen loyalty during economic uncertainty. However, opinions remain divided on AI’s role in delivering better CX.

Among businesses already using AI:

• 74% use AI chatbots
• 51% rely on AI-powered knowledge bases or help centers
• 39% provide AI assistance to agents
• 38% use AI analytics for insights
• 32% apply voice AI or IVR solutions

These adopters report improvements in resolution speed (65%), 24/7 service availability (60%), and customer satisfaction (40%), with 18% also seeing higher sales.

“If you’re a business leader and you see a gap in your customer service, such as missing calls during off hours or customers experiencing long resolution times, this research underscores how the right approaches to deploying AI can modernize operations without ever losing authentic, personal customer service,” continued Letzerich.

For those yet to adopt AI, 31% plan to do so within a year, 32% have no plans, and 37% remain undecided. Common concerns include AI’s relevance (59%), loss of personal connection (30%), and complexity (21%).

Among current users, many are taking steps to balance technology with a human touch – 43% maintain human oversight, 42% train staff on AI use, and 41% set clear guardrails for responsible implementation.

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Author: Hannah Swankie
Reviewed by: Rachael Trickey