AI – Will You or Won’t You Embrace it?

AI tools offer new possibilities for all businesses. For example, chatbots can answer routine customer questions, while analytics can help target marketing and even forecast demand. AI might automate scheduling or email sorting, freeing owners for strategic work. Likewise, personalised advertising enabled by AI can significantly boost conversion rates.

Sound exciting? Well, it absolutely is but there are “always two sides to every coin”.

Risks of Overreliance on AI

Despite these benefits, experts warn of pitfalls. Overusing AI can depersonalise service and erode customer trust​. Algorithms may embed biases or make mistakes if not monitored, leading to poor decisions. Relying heavily on AI also creates data dependency. If data is inaccurate or systems fail, a small business could suffer.

Automated tools also raise legal or security concerns. For example, some AI may infringe copyrights or generate content flagged as spam​. In practice, human oversight remains essential to catch errors and maintain authenticity.

A Human First (a “No AI”) Strategy

As an alternative, some businesses may proudly advertise “No AI, just real people”, as a point of difference

This human-first branding emphasises personal attention. It appeals to customers who crave empathy and authenticity, since AI cannot replicate the genuine human touch.

When done sincerely, this stance could differentiate a small brand. After all, people value the creativity and understanding that comes from real human interactions.

Balancing AI with the Human Touch

Realistically, AI is unlikely to replace warm, professional roles entirely.

AI excels at repetitive tasks, but customers still often prefer humans for more complex or personal issues. Some studies show around 60% of consumers favour a person for sensitive or complicated support​.

The consensus may be that a hybrid approach works best. Using AI to improve efficiency while relying on human staff for empathy and judgment. This balanced strategy keeps operations lean without losing the personal touch that defines many small businesses.

Conclusion

The starting point is to learn about AI, evaluate how it might help you and your business to be more successful, while being sure to understand it’s risks. Then incorporate its use or otherwise, into your strategic and business planning.

AI is and will continue to change the small business landscape, but it is not a panacea for all things business.

At SAS business we are not AI experts, but we understand its possible uses and impacts and how to embrace that at a strategy level. Reach out for an informal chat about your business.