{"id":5674,"date":"2024-01-18T10:24:26","date_gmt":"2024-01-18T15:24:26","guid":{"rendered":"https:\/\/solutionsreview.com\/cloud-platforms\/?p=5674"},"modified":"2024-01-18T10:25:53","modified_gmt":"2024-01-18T15:25:53","slug":"ai-will-change-smbs-in-2024-acceleration-customer-support","status":"publish","type":"post","link":"https:\/\/solutionsreview.com\/cloud-platforms\/ai-will-change-smbs-in-2024-acceleration-customer-support\/","title":{"rendered":"AI will Change SMBs in 2024: Acceleration &#038; Customer Support"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-5675\" src=\"https:\/\/solutionsreview.com\/cloud-platforms\/files\/2024\/01\/Wireless-Network-1.jpg\" alt=\"\" width=\"800\" height=\"400\" srcset=\"https:\/\/solutionsreview.com\/cloud-platforms\/files\/2024\/01\/Wireless-Network-1.jpg 800w, https:\/\/solutionsreview.com\/cloud-platforms\/files\/2024\/01\/Wireless-Network-1-300x150.jpg 300w, https:\/\/solutionsreview.com\/cloud-platforms\/files\/2024\/01\/Wireless-Network-1-768x384.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<p style=\"text-align: justify;\"><span class=\"ui-provider bkp bkq c d e f g h i j k l m n o p q r s t bkr bks w x y z ab ac ae af ag ah ai aj ak\" dir=\"ltr\"><i><strong>Solutions Review\u2019s <a class=\"fui-Link ___1eya986 f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1hu3pq6 f11qmguv f19f4twv f1tyq0we f1g0x7ka fhxju0i f1qch9an f1cnd47f fqv5qza f1vmzxwi f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1x7u7e9 f10aw75t fsle3fq f17ae5zn\" title=\"https:\/\/solutionsreview.com\/solutions-review-contributor-guidelines\/\" href=\"https:\/\/solutionsreview.com\/solutions-review-contributor-guidelines\/\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\"Link Contributed Content Series\"><u>Contributed Content Series<\/u><\/a> is a collection of contributed articles written by <a href=\"https:\/\/insightjam.com\/share\/8qpQN88MnQiKPNXU?utm_source=manual\" target=\"_blank\" rel=\"noopener\">thought leaders in enterprise tech<\/a>. In this feature, <a href=\"https:\/\/www.digitalocean.com\/\" target=\"_blank\" rel=\"noopener\">DigitalOcean<\/a>&#8216;s GM of AI\/ML Kanishka Roychoudhury offers commentary on how AI will change SMBs in 2024.<\/strong><\/i><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\"><a href=\"https:\/\/insightjam.com\/share\/8qpQN88MnQiKPNXU?utm_source=manual\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-5622 alignleft\" src=\"https:\/\/solutionsreview.com\/cloud-platforms\/files\/2023\/10\/insightjam_logo.jpg\" alt=\"\" width=\"100\" height=\"100\" srcset=\"https:\/\/solutionsreview.com\/cloud-platforms\/files\/2023\/10\/insightjam_logo.jpg 100w, https:\/\/solutionsreview.com\/cloud-platforms\/files\/2023\/10\/insightjam_logo-60x60.jpg 60w\" sizes=\"(max-width: 100px) 100vw, 100px\" \/><\/a>2023 has been the year that AI really became part of the public conversation. It went from a topic of interest mainly among technologists to one our friends and families now talk about at home.\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Major technology companies such as Google, Microsoft, and Meta are investing billions of dollars in generative AI and other kinds of AI development. Goldman Sachs <\/span><a href=\"https:\/\/www.goldmansachs.com\/intelligence\/pages\/ai-investment-forecast-to-approach-200-billion-globally-by-2025.html\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">forecasts<\/span><\/a><span style=\"font-weight: 400;\"> that investments in AI will approach $200 billion globally by 2025.\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">What does this momentum \u2014 and some hype \u2014 mean for small and medium-sized businesses? I believe 2024 is going to be a breakout year for AI adoption in this vital segment of the market. Our team at DigitalOcean recently <\/span><a href=\"https:\/\/www.digitalocean.com\/currents\/november-2023\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">surveyed<\/span><\/a><span style=\"font-weight: 400;\"> SMB leaders and found that despite economic challenges, most of them remain committed to investing in emerging technologies like AI, with 43 percent of respondents currently using AI tools for both personal and business use and 78 percent of those surveyed believe that their use of AI\/ML tools will increase compared to 2023.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">The way that SMBs adopt these AI tools over the next year will have rippling effects through the U.S. economy. Accounting for 44 percent of economic activity and 64 percent of new jobs in the U.S. each year, according to the <\/span><a href=\"https:\/\/www.elavon.com\/resources\/insights\/how-do-small-businesses-help-the-economy.html#:~:text=According%20to%20the%20Small%20Business,so%20does%20their%20economic%20contributions.\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Small Business Administration<\/span><\/a><span style=\"font-weight: 400;\">, SMBs are the backbone of the U.S. economy.\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Businesses are still in the early-adoption phase of AI, and that\u2019s especially true for SMBs. In the year ahead, I expect more business leaders of these up-and-coming companies to accelerate their AI implementation as a way to seize new opportunities. Here\u2019s how that is likely to play out.\u00a0<\/span><\/p>\n<ul>\n<li><b>SMBs will gain influence in the industry-wide discussion around AI: <\/b><span style=\"font-weight: 400;\">Small and medium-sized businesses must have a seat at the table as AI regulation is discussed and implemented. This can\u2019t be a conversation that only happens among large tech companies and enterprise customers. If the voices of SMBs aren\u2019t considered while shaping AI regulation, we risk missing out on the complete economic benefits that widespread AI adoption may bring.\u00a0<\/span><\/li>\n<li><b>More SMBs will look to AI as a business accelerator: <\/b><span style=\"font-weight: 400;\">According to a recent <\/span><a href=\"https:\/\/tippinsights.com\/r\/ef52fae2?m=aa5a257d-8871-4e05-8016-57e82dfad0a0\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">survey<\/span><\/a><span style=\"font-weight: 400;\"> on AI adoption by the Small Business and Entrepreneurship Council, 48 percent of small businesses have embraced AI tools within the last year. They\u2019ve done that to save time and money, but also to generate revenue in new ways. <\/span><span style=\"font-weight: 400;\">For this reason, I expect there to be growing proliferation of these solutions in spaces that we haven\u2019t seen previously. For instance, retailers can leverage internal data to build AI models that inform inventory management or personalized customer experiences. We will see similar AI-enabled initiatives in transportation, finance, insurance and real estate.\u00a0<\/span><\/li>\n<li><b>Customer support will be the first AI use case for many SMBs: <\/b><span style=\"font-weight: 400;\">Customer service is the front line for SMBs and can make or break a company. We will witness substantial adoption of GenAI in customer service, including the integration of chatbots and conversational AI call agents that enhance user experiences while optimizing resource allocation, both of which are top concerns for smaller businesses. GenAI solutions have the potential to drive cost savings by efficiently handling routine tasks, enabling employees to focus on more complex issues and drive business growth.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">AI may have started as a big business solution, but AI tools and services are now well within the grasp of SMBs. As SMB leaders embrace the technology and have more say in its direction, they stand to benefit from increased customer engagement and new growth opportunities. That will happen as more SMBs shift from AI talk to AI in action.\u00a0 <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Solutions Review\u2019s Contributed Content Series is a collection of contributed articles written by thought leaders in enterprise tech. In this feature, DigitalOcean&#8216;s GM of AI\/ML Kanishka Roychoudhury offers commentary on how AI will change SMBs in 2024. 2023 has been the year that AI really became part of the public conversation. It went from a [&hellip;]<\/p>\n","protected":false},"author":1019,"featured_media":5675,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[2],"tags":[1846,1847],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>AI will Change SMBs in 2024: Acceleration &amp; Customer Support<\/title>\n<meta name=\"description\" content=\"In this feature, DigitalOcean&#039;s GM of AI\/ML Kanishka Roychoudhury offers commentary on how AI will change SMBs in 2024.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/solutionsreview.com\/cloud-platforms\/ai-will-change-smbs-in-2024-acceleration-customer-support\/\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Kanishka Roychoudhur\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/solutionsreview.com\/cloud-platforms\/ai-will-change-smbs-in-2024-acceleration-customer-support\/\",\"url\":\"https:\/\/solutionsreview.com\/cloud-platforms\/ai-will-change-smbs-in-2024-acceleration-customer-support\/\",\"name\":\"AI will Change SMBs in 2024: Acceleration & Customer Support\",\"isPartOf\":{\"@id\":\"https:\/\/solutionsreview.com\/cloud-platforms\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/solutionsreview.com\/cloud-platforms\/ai-will-change-smbs-in-2024-acceleration-customer-support\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/solutionsreview.com\/cloud-platforms\/ai-will-change-smbs-in-2024-acceleration-customer-support\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/solutionsreview.com\/cloud-platforms\/files\/2024\/01\/Wireless-Network-1.jpg\",\"datePublished\":\"2024-01-18T15:24:26+00:00\",\"dateModified\":\"2024-01-18T15:25:53+00:00\",\"author\":{\"@id\":\"https:\/\/solutionsreview.com\/cloud-platforms\/#\/schema\/person\/ed63341a7847f7c6d99d59a0000097c7\"},\"description\":\"In this feature, DigitalOcean's GM of AI\/ML Kanishka Roychoudhury offers commentary on how AI will change SMBs in 2024.\",\"breadcrumb\":{\"@id\":\"https:\/\/solutionsreview.com\/cloud-platforms\/ai-will-change-smbs-in-2024-acceleration-customer-support\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/solutionsreview.com\/cloud-platforms\/ai-will-change-smbs-in-2024-acceleration-customer-support\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/solutionsreview.com\/cloud-platforms\/ai-will-change-smbs-in-2024-acceleration-customer-support\/#primaryimage\",\"url\":\"https:\/\/solutionsreview.com\/cloud-platforms\/files\/2024\/01\/Wireless-Network-1.jpg\",\"contentUrl\":\"https:\/\/solutionsreview.com\/cloud-platforms\/files\/2024\/01\/Wireless-Network-1.jpg\",\"width\":800,\"height\":400},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/solutionsreview.com\/cloud-platforms\/ai-will-change-smbs-in-2024-acceleration-customer-support\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/solutionsreview.com\/cloud-platforms\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"AI will Change SMBs in 2024: Acceleration &#038; 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