Small and mid-sized businesses (SMBs) are eagerly integrating AI into their operations, but they may be running before they can walk. That’s the key takeaway from TeamViewer’s latest AI Opportunity Report, which surveyed 1,400 business leaders worldwide—including 427 SMB decision-makers—on the state of AI readiness and implementation.
According to the findings, 72% of SMB leaders describe themselves as AI experts, yet 95% admit they need more training. That mismatch highlights the tension between AI enthusiasm and operational reality. Despite their fast-paced adoption, SMBs still face steep challenges when it comes to depth, consistency, and scalability.
“SMBs want AI that solves real problems, not just theoretical ones,” said Artus Rupalla, Director of Product Management at TeamViewer. “The key isn’t more tools—it’s smarter integration.”
AI Adoption: Broad but Shallow
AI isn’t just an IT experiment anymore. The survey found that 86% of SMB leaders are comfortable with employees outside of IT using AI tools. However, only 1 in 3 say they use AI daily, and just 16% report weekly usage. Yet, paradoxically, 35% of SMBs describe their AI adoption as “very mature”—a higher rate than the 22% of enterprises who say the same.
The enthusiasm is real. 72% of SMB leaders believe AI will trigger the biggest productivity leap of the century, and 76% say it’s essential to future business performance. But beneath the optimism, clear barriers remain.
Top Challenges: Skills, Security, and Systems
Education is the most cited hurdle. 38% of SMB leaders blame insufficient AI training for the slow pace of maturity. Despite high self-confidence, 77% wouldn’t bet a week’s salary on their company’s ability to manage unauthorized AI tool usage.
Security concerns also run deep:
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74% worry about data management risks
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65% limit AI use to tightly controlled frameworks
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47% lack the infrastructure to scale AI effectively
These gaps suggest that while SMBs are eager to innovate, they often lack the governance, systems, and personnel to support sustainable AI growth.
The Cost of Standing Still: Automation Gaps
For SMBs, the risk of not using AI may be just as dangerous as misusing it. 28% cite rising operational costs from missed automation opportunities as their top concern—more than the 26% of larger businesses who fear falling behind competitors.
Interestingly, SMBs are more likely to see AI as a force for inclusion: 70% believe it can expand job opportunities for caregivers and working parents, pointing to a broader optimism about tech’s societal impact.
Investment Is Coming—So Is TeamViewer CoPilot
Despite the capability gaps, investment momentum is strong. 75% of SMBs plan to increase AI spending in the next 6 to 12 months, signaling a transition from experimentation to scaled deployment.
To support that transition, TeamViewer has introduced TeamViewer Intelligence—a platform designed to integrate AI insights into IT workflows. At its core is TeamViewer CoPilot, a digital assistant that works inside remote support sessions. It offers:
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Real-time guidance to IT agents
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Automated task handling
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Session analytics and insights
By embedding AI directly into operational tools, CoPilot aims to boost productivity and reduce friction—without overloading teams with additional platforms or steep learning curves.
“We’re helping SMBs shift from AI experiments to execution,” said Rupalla. “That’s where performance gains become real.”
A Reality Check for SMBs in the AI Era
The TeamViewer report ultimately serves as a dual narrative: one of excitement and opportunity, tempered by the structural realities of small business operations. It’s clear that SMBs aren’t waiting around—they’re moving fast on AI. But without investments in training, infrastructure, and risk management, speed could come at a cost.
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