AI adoption in SMEs must be positioned as a strategic lever for economic revitalization and job creation. Contrary to fears of job displacement, AI has the potential to augment human capabilities, driving productivity gains, new business models, and workforce upskilling
One of the most visible and impactful applications of AI in SME digital transformation is in customer service automation. Umutoni (2025) finds that AI-powered chatbots and virtual assistants reduce response times by 40% and lower operational costs by 20–30%, while AI-driven CRM systems enhance customer satisfaction, increase repeat purchases by 20%, and boost customer engagement by 35% through personalized recommendations.
Unlocking AI’s full potential for SMEs requires more than technology alone. It demands a concerted effort from policymakers, private sector innovators, educational institutions, and community-based organizations to build a comprehensive support ecosystem that addresses structural inequities, digital literacy gaps, and affordability constraints.
