Small and mid-sized businesses (SMBs) are leading the charge in adopting artificial intelligence, yet most still lack the necessary training and infrastructure to fully realise its benefits. According to a global survey commissioned by TeamViewer, 95% of SMB decision makers say they require further training to use AI effectively—despite 72% describing themselves as AI experts.
The study, which polled 1,400 business leaders including 427 from SMBs, found that AI usage has moved beyond IT departments. In fact, 86% of SMB leaders are comfortable with employees outside of IT using AI tools. However, usage is often sporadic. Only a third of respondents say they use AI daily, while just 16% report using it at least once a week.
Interestingly, more SMBs view their AI maturity as “very mature” compared to large enterprises. While only 22% of larger organisations hold this view, 35% of SMBs claim to have reached a similar stage. This confidence, however, stands in contrast with the admitted need for further education and more consistent application across teams.
Operational costs and digital inequality
Concerns over missing out on the benefits of AI are growing. For 28% of SMB leaders, the biggest risk of not adopting AI is increased operational costs caused by missed automation opportunities. This differs from the wider business community, where 26% cite falling behind competitors as their main concern.
In Southeast Asia, where digital maturity varies widely across countries and sectors, SMBs face added complexity. Tailored AI strategies are required to account for this diversity. Leaders remain optimistic, with 72% expecting AI to drive a significant productivity leap and 76% seeing it as a core component of business performance improvement. Furthermore, 70% believe AI can help expand employment opportunities, particularly for parents and caregivers.
However, challenges remain. The gap between perceived expertise and actual readiness is evident. Although 72% see themselves as AI experts, almost all acknowledge a need for more training. Education and security are two key barriers, with 38% pointing to inadequate training as the primary hurdle. Data management risks are a concern for 74%, and 65% only use AI in tightly controlled environments. Notably, 77% admit they would not trust their organisation to handle unauthorised AI tool use effectively.
Investment plans and practical solutions
A lack of suitable infrastructure continues to hold many SMBs back. Nearly half—47%—say they do not yet have the systems required to scale AI quickly. Nonetheless, investment momentum is building. Around 75% of SMBs plan to boost AI spending in the next year, signalling a shift from experimentation to execution.
In Southeast Asia, this progress is especially critical, given the central role SMBs play in economic growth. Their ability to innovate quickly makes effective AI implementation a key factor in national digital transformation efforts.
TeamViewer is positioning its solutions to meet this need. Its AI-powered tools, including TeamViewer CoPilot, are designed to support IT teams in smaller businesses that may lack in-house expertise. Built into remote support sessions, CoPilot provides instant assistance, allowing IT agents to automate tasks, ask contextual questions, and receive guided support without switching platforms.
“SMBs are clearly motivated to embrace AI, but many are still searching for the right way to turn early adoption into lasting impact,” said Artus Rupalla, Director of Product Management at TeamViewer. “The key isn’t just more tools, but smarter integration—solutions that bring automation, insight, and consistency into everyday operations. This research confirms what we’re seeing across our customer base: SMBs want AI that solves real problems, not just theoretical ones. With practical tools like TeamViewer Intelligence, we can help these businesses move from experimentation to execution and drive real performance gains.”
