Widespread Use, Limited Depth
AI is now a mainstream topic in SMB circles, extending far beyond IT departments. 86% of SMB leaders report being comfortable with employees outside IT using AI tools. However, daily use remains limited: only one in three SMBs use AI daily, and just 16% weekly. Even so, 35% of SMBs consider their AI usage “very mature,” outpacing the 22% reported by larger organisations.
Automation Gaps Raise Concerns
When asked about the consequences of not adopting AI, 28% of SMBs pointed to higher operational costs from missed automation opportunities. This contrasts with the broader business view, where the biggest concern is falling behind competitors (26%).
In Southeast Asia, the survey notes, varying digital maturity levels across countries and sectors make one-size-fits-all strategies ineffective. SMBs require tailored AI adoption plans to navigate these complexities.
Training and Security Top the List of Challenges
Despite strong belief in AI’s value—72% of SMB leaders expect it to drive the greatest productivity surge of the century, and 76% see it as key to improving business performance—a capability gap persists. Notably, 95% of self-described AI experts say they still need more training.
Two barriers stand out: education and security. A full 38% cite lack of AI training as a main obstacle, while 74% are concerned about data management risks. Additionally, 65% only use AI within controlled security environments, and 77% wouldn’t bet a week’s salary on their organisation’s ability to manage risks from unauthorised tool use.
Infrastructure Lags Behind Ambition
Many SMBs also lack the systems to scale. 47% say their infrastructure isn’t ready, though investment is on the rise. 75% of SMBs plan to increase AI spending within the next 6–12 months, marking a clear shift from early adoption to more sophisticated deployment.
This trend is particularly important in Southeast Asia, where SMBs are a key engine of economic growth. Timely, scalable AI solutions are vital for these businesses to stay competitive in evolving digital economies.
Tools Like TeamViewer Intelligence Address Real-World Needs
To support this transition, TeamViewer highlights solutions such as TeamViewer CoPilot, an AI-powered digital assistant embedded in remote IT support sessions. It enables agents to automate tasks, ask contextual questions, and access real-time guidance, helping SMBs enhance service delivery without adding complexity.
“SMBs are clearly motivated to embrace AI, but many are still searching for the right way to turn early adoption into lasting impact,” said Artus Rupalla, Director of Product Management at TeamViewer.
“The key isn’t just more tools, but smarter integration—solutions that bring automation, insight, and consistency into everyday operations. This research confirms what we’re seeing across our customer base: SMBs want AI that solves real problems, not just theoretical ones. With practical tools like TeamViewer Intelligence, we can help these businesses move from experimentation to execution and drive real performance gains.”
