A recent global survey by TeamViewer found that while SMBs are rapidly adopting artificial intelligence (AI), the overall maturity of using technology remains limited, with training and infrastructure in particular needing better.
The survey received responses from 1,400 business leaders around the world, including 200 based in Australia, highlighting both the promise and the sustainable challenges of AI adoption for small organizations. The majority of SMB decision makers (95%) need additional training to effectively use AI, despite 72% explaining it as AI experts.
Productivity and Insights
Australian business leaders reported significant profits. 33% said improvements in efficiency and productivity were the main benefits, while 28% also cited improved insights on processes and performance.
However, the challenges are extremely important. Respondents identified three important concerns: lack of education regarding the use of AI, perceptions of security or legal risks, and high implementation costs.
The Australian survey also showed that 70% of business leaders view AI as important for business innovation and growth, 67% are particularly concerned about security risks associated with data management, and 74% say they use AI carefully. Additionally, 59% believe that if AI can expand effectively, it will have a positive impact on revenue growth next year, while 68% expect that AI will drive the most significant productivity gains in the century.
Recruitment is common, but there is a delay in depth
A survey found that 86% of SMB leaders are globally comfortable. AI tools are used by other employees. However, normal use remains limited. Only one third of SMB respondents use AI every day, with only 16% using it every week. Nevertheless, 35% of SMB leaders describe their use of AI as “very mature” compared to just 22% of large companies.
Not accepting automation through AI is considered a tangible risk. In 28% of SMB respondents, the increase in operational costs resulting from missed opportunities for automation is the biggest result of omission. In comparison, the big loss of competitiveness, cited by 26% of the wider business community, is a greater concern elsewhere.
Security and Training
Despite optimism about the possibilities of AI, 72% of SMB leaders expect that AI will create the biggest productivity boom of the century worldwide, with 76% saying it is essential for business performance. Over a third (38%) said they had inadequate AI training, 74% expressed concern about the risks of data management, and 65% expressed only the use of AI in a tightly controlled security environment. Additionally, 77% do not risk a weekly salary for the business's ability to manage risks such as the use of fraudulent AI tools.
Infrastructure and investment
Infrastructure preparation is also a major issue. Almost half (47%) of SMB decision makers say the current system is not enough to scale as quickly as AI would like. Still, signs of further investment are clear. 75% of SMBS plans to increase their AI investment in the next 12 months, and expect spending to increase within the same percentage of six to 12 months. This suggests a transition from early experiments to more advanced implementations.
Focus on practical tools
TeamViewer has introduced TeamViewer Intelligence, featuring session insights and analysis. It, along with digital assistant TeamViewer Copilot, is designed to help IT teams improve efficiency during support sessions. The purpose of this tool is to enable agents to concentrate, automate tasks and receive real-time guidance without switching applications.
“SMB is clearly motivated to embrace AI, but many are still looking for the right way to turn early adoption into a lasting impact,” said Artus Rupalla, Head of Product Management at TeamViewer. “The keys aren't just tools, they're not just smarter integration, they're solutions that bring automation, insight and consistency to everyday operations. This research looks at what you can see across your customer base. SMBS wants AI to solve real tools, not just the theoretical problems.
The TeamViewer Survey report focuses on respondents from companies with 200-999 employees, and its findings highlight the ongoing challenges faced by SMBs striving to respond to AI development while addressing skills and infrastructure limitations.
