In a new survey conducted by UPrinting, a US-based online custom printing service, business owners reveal their complex relationship with artificial intelligence. While many see the opportunity in AI's potential, others are grappling with the challenges it creates, from lost revenue and diminished trust to difficult questions of trust and accountability.
As AI reshapes the small business landscape, entrepreneurs are learning how to adapt, stay competitive, and leverage automation without losing the human touch that defines their work.
25% of business owners lost business last year because customers used AI tools instead of paying for services.
65.5% of business owners are concerned that AI will make their business feel less personal and authentic to customers.
54% of small business owners with an annual income of $150,000 or more say customer support is where AI is most helpful today.
20% of Gen Z business owners are extremely concerned about AI-driven misinformation impacting their customers and brand.
50% of senior managers refuse to delegate hiring and performance decisions to AI.
46% of small business owners say marketing content is where AI could benefit their business the most right now.
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According to a study by UPrinting, 25% of business owners reported losing business in the past year because customers turned to AI tools instead of paying for services.
The same DIY mindset that once inspired YouTube tutorials is now powered by AI. Instead of searching for how to design a logo, consumers are typing “generate a logo” into an AI prompt box. These tools provide near-instant results, and their convenience often outweighs the value of their expertise.
Rather than seeing AI as a threat, many entrepreneurs are responding with creativity and resilience. They value expertise, judgment, and relationships that cannot be replicated by machines, and they often integrate AI into their own processes to maintain a competitive edge.
This disruption is also an opportunity for innovation, as executives learn how to coexist with the same technologies that are reshaping their industries.
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As AI becomes increasingly integrated into daily operations, UPrinting research found that 65.5% of business owners have common concerns. That means relying too much on AI can make your business feel less personal and authentic to your customers.
For small businesses, reliability is a strength. They have built a loyal following through relationships, personal service, and genuine connections that cannot be replicated by algorithms. And as consumers become increasingly fed up with AI-generated content, many may be quick to spot it and interpret it as lazy or inhuman.
Rather than rejecting automation altogether, business owners are learning to find the right balance, using AI to support rather than replace a brand’s personality. Whether it’s customizing communications, placing actual humans in customer-facing roles, or using AI tools to streamline behind-the-scenes, the goal is the same. It's about staying innovative without losing trust.
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In a UPrinting study, 46% of small business owners said marketing content is where AI could most benefit their business right now.
From social media posts to blog copy and email campaigns, entrepreneurs are seeing AI marketing tools as a powerful way to save time and increase their visibility. Many small business owners wear multiple hats, and content creation often slips through the cracks. Generation tools help fill that gap, allowing owners to maintain consistency and creativity without hiring an agency.
For many, AI has become a creative partner rather than a replacement. Tasks that once took hours now take minutes, freeing up time to focus on growth, strategy, and customer relationships. And when it comes to print materials, business owners continue to invest in marketing materials to help their brands stand out in a crowded marketplace. According to UPrinting, tangible marketing assets such as signage, packaging, and direct mail remain important ways for small businesses to differentiate themselves in an increasingly digital-first environment.
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Among business owners with incomes of $150,000 or more, more than half say AI could make the biggest difference in customer support.
As your business grows, the demand for fast, consistent communication skyrockets. AI-powered chatbots and assistants are helping small teams stay available 24/7 without adding staff. It's not about replacing people. It's about improving the customer experience.
By automating FAQs and streamlining routine requests, business owners are freeing up human staff to handle complex and frequent interactions. The result is faster response times, higher customer satisfaction, and a support system that grows intelligently.
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Not all executives see AI as an advantage. One in five Gen Z entrepreneurs say they are very concerned about AI-driven misinformation and its potential impact on customers and brand reputation.
This generation grew up online through the rise of fake news, deepfakes, and algorithmic distortions. They have seen firsthand how quickly misinformation spreads and how difficult it is to reverse it once it has spread. For them, brand credibility is fragile and AI represents both power and risk.
Rather than chasing speed and automation, Gen Z founders are taking a slow and steady approach to trust, prioritizing transparency and oversight. They know that being mistrusted is worse than being promoted, and they're building brands that aim to earn trust, not just clicks. This includes addressing parts of the business that AI cannot automate, such as unique packaging and other tangible brand touchpoints that make a product memorable.
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The survey found that 50% of senior executives are adamantly opposed to relying on AI to make hiring and performance decisions, indicating that human judgment remains paramount.
They have seen the impact of biased algorithms in hiring and performance evaluations and are wary of letting automation decide who gets hired, promoted, and fired. For these leaders, talent management is less about data points and more about empathy and context.
They are not anti-AI. They are accountable. As automation increases, many are choosing to leave the final say to humans so that fairness, trust, and company culture don't come at the expense of convenience.
As UPrinting's research shows, business owners across industries and generations are thinking critically and creatively about how to leverage AI without losing the uniqueness of their businesses.
This technology brings new challenges, but it also unlocks new opportunities to connect, grow, and serve customers in smarter, more meaningful ways. Whether setting firm boundaries or jumping in with curiosity, today's entrepreneurs are leading with intention.
In the face of rapid change, they are proving that the future of business is not just about AI. It's about human resilience, adaptability, and the heart. This study was conducted by UPrinting, a commercial printing and print marketing company that works with small and medium-sized businesses across a variety of industries.
To understand how Americans are approaching artificial intelligence in small businesses, UPrinting conducted a survey of 1,000 adults nationwide through Pollfish. It includes a sample of small business owners, managers, and entrepreneurs from a wide range of industries. Participants answered a series of questions about how AI is impacting their work, the challenges they face, and where they see the most opportunity. Responses were analyzed by demographic group to identify age, income level, and occupational trends and differences.
this story produced by U printing Reviewed and distributed by stacker.
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