AI for Small Business: What Works and What Doesn't

Every few years, a new technology promises to change everything. Remember when the cloud was going to solve all IT problems? Or when mobile apps were supposed to make every business millions? Now it’s artificial intelligence (AI) – tools like ChatGPT and other “smart” programs.

As someone who has worked in IT since the late 1980s, I’ve seen these cycles before. Some technologies deliver, others disappoint. So where does AI fit? The truth is, it’s not about hype or fear. It’s about knowing when to trust AI and when to apply human judgment. At RPM Computing, we call this approach Human-Directed, AI-Accelerated.

What AI Can Actually Do for Your Business

AI tools are useful because they handle certain tasks really well:

Writing and Communication

• Drafting emails, letters, and internal updates

• Creating first drafts of handbooks or policies

• Summarizing long documents

• Helping non-native English speakers polish communication

Customer Service

• Answering basic questions on your website

• Handling simple support tickets

• Routing calls or chats to the right person

Data Tasks

• Organizing messy spreadsheets

• Turning raw numbers into readable reports

• Spotting patterns in customer behavior

These are not small wins. A study showed customer service reps using AI handled chats 14% faster. For a small business, that’s real efficiency.

The Hidden Problems Most People Don’t Talk About

Here’s the flip side. AI is powerful, but it’s not perfect.

The “Confident but Wrong” Problem
AI can sound authoritative while being flat-out wrong. Imagine a polished employee handbook missing key legal requirements – or a marketing email making claims you can’t back up. If you don’t review it carefully, mistakes slip through.

The “Stuck in the Past” Problem
AI learns from old information. If you launched a product last month or if regulations changed this year, AI may not know. For small businesses, relying on outdated advice can be costly.

The “One Size Fits All” Problem
Your business is unique. AI doesn’t understand the nuances of your team, your clients, or your processes. It produces generic answers unless you guide and refine them.

That’s why Human-Directed, AI-Accelerated matters. People set the direction, and AI helps execute faster — without losing context, accountability, or accuracy.

The Smart Way to Use AI in Your Business

Think of AI as a helpful assistant, not a replacement.

Good Uses of AI:

• Drafts that humans review and edit

• Brainstorming sessions (not final decisions)

• Organizing your own business data

• Repetitive, low-risk tasks

Avoid Using AI For:

• Final versions of important documents

• Legal, compliance, or safety advice

• Security decisions or sensitive data handling

• Anything that impacts customer trust directly

The Golden Rule: Human-Directed, AI-Accelerated. Always keep people in charge while letting AI speed up the process.

What This Means for Your Bottom Line

Used correctly, AI can help small businesses punch above their weight. It can reduce busywork and free you to focus on growth. But diving in blindly can cost more than it saves.

The winners won’t be the businesses that “go all in” on AI. They’ll be the ones that know how to blend AI efficiency with human oversight. That balance keeps you safe, compliant, and competitive.

Questions to Ask Before Using AI

Before rolling out an AI tool, ask yourself:

1. What’s the risk if it’s wrong?

2. Who will review its output?

3. What’s the backup plan if it fails?

4. Are we exposing sensitive data?

5. Do customers know when they’re talking to AI?

If you can’t answer these, you’re not ready for that tool yet.

The Bottom Line

AI isn’t magic, and it won’t replace sound business judgment. But when used wisely – Human-Directed, AI-Accelerated – it can be a real competitive advantage.

The businesses that thrive will be the ones that use AI with intention: starting small, testing carefully, and always keeping people in charge of critical decisions.