AI has transformed the business landscape for small enterprises, offering a key competitive advantage in areas such as customer service, marketing, and overall operational efficiency. During a one-on-one conversation at the America’s Top Small Business Summit: Ready. Set. Scale., Kristen […]
AI has transformed the business landscape for small enterprises, offering a key competitive advantage in areas such as customer service, marketing, and overall operational efficiency.
During a one-on-one conversation at the America’s Top Small Business Summit: Ready. Set. Scale., Kristen DelGuzzi, Editor-in-Chief of the US Chamber of Commerce, spoke with Mat Madrigal, Vice President and General Manager of Commerce at Google, about current trends and opportunities in AI. Here are some key insights that Madrigal shares about the potential of AI for businesses, how Google’s AI tools can enhance the customer experience, and how this technology is driving a digital revolution.
AI holds great potential for all businesses
Artificial intelligence gathers information from examples, which means that generative AI technology “truly creates something entirely new based on the examples it sees and the information it acquires,” says Madrigal. This ability to create represents a tremendous opportunity for small businesses.
The US Chamber of Commerce’s 2023 report reveals that 23% of small businesses have already adopted AI, with 82% of them citing improved efficiency as a significant benefit. Madrigal highlights the availability of AI tools as an opportunity that is easily accessible to small enterprises, debunking the myth that AI is reserved only for those with large budgets.
“I believe there is a misconception that only large enterprises can use AI,” says Madrigal. “Nothing could be further from the truth, as there are many exciting AI tools designed specifically to assist small businesses.”
For example, Google Product Studio provides an affordable solution for enhancing product displays and marketing materials, even with a limited budget.
According to Madrigal, Google’s dedication to organizing information positions it as a central player in the digital ecosystem, enabling connections between businesses and consumers. This fosters healthy competition and ensures that businesses of all sizes can find their place in the market.
Small businesses can enhance customer service with AI
According to Madrigal, the key to applying AI in customer service is defining the problem, determining success metrics, and implementing AI to achieve specific goals. One concrete way to implement AI is by using chatbots designed to handle customer inquiries. These AI-powered chatbots have become a common tool for small businesses due to their ability to streamline operations and improve customer interaction.
AI-driven chatbots provide timely responses, resolve routine queries, and ensure that customers have a positive experience. This can be compared to a dedicated virtual assistant interacting with users, available 24/7. Not only does this increase efficiency, but it also leads to more satisfied customers, which is crucial for small businesses looking to build lasting relationships and a good reputation, he says.
AI is the backbone of the digital revolution
In addition to the efficiency of AI, small businesses have the opportunity to venture into uncharted territories. For example, AI-powered predictive analytics can help forecast trends and consumer behaviors, guiding inventory decisions. Machine learning algorithms can analyze historical data to optimize pricing strategies, ensuring that businesses don’t underestimate or overestimate the prices of their products.
AI also aids in personalized marketing. By studying individual customer preferences and purchase history, businesses can tailor marketing campaigns, improving customer engagement and conversion rates. This level of personalization was once a privilege of large corporations, but it is now available to small enterprises as well.
Moreover, AI has the potential to simplify online commerce and create exciting shopping experiences.
“Whether it’s better graphics or a more immersive shopping experience that feels real, I think [AI] is truly a promise that can continue to simplify, for example, online commerce in a way that fulfills the promise of e-commerce from the very beginning,” says Madrigal.
As the capabilities of AI continue to expand, small businesses that embrace it are at the forefront of innovation, well-positioned to adapt and succeed in a world where consumers seek convenience and quality. “[AI] provides immense opportunities for success… for prosperity,” says Madrigal.
Source: US Chamber of Commerce