AI is playing an increasingly important role in society, and small and medium-sized enterprises (SMEs) are also making increasing use of it. The Ministry of Economic Affairs has asked Dialogic to investigate how and why SMEs are doing this, what barriers they face, and what is needed to stimulate the use of AI.
What insights can we gain from the literature?
AI use in SMEs is growing rapidly, but remains unevenly distributed. In 2024, about 23% of companies with 10 or more employees used one or more AI technologies, an increase of 9 percentage points compared to 2023. However, the use varies greatly between sectors, company sizes, and types of applications. Medium-sized companies and service providers are at the forefront, while small companies and technical sectors lag behind.
AI is rarely structurally embedded in business operations.
The level of AI maturity varies significantly between companies. SMEs find themselves in different stages of AI maturity.
Factors such as lack of knowledge and skills, limited level of digitization, high costs, and fear of job loss hinder AI adoption. Many SMEs do not know what is possible, are not yet ready to start, or cannot do it. The 'know-want-can' model provides guidance at both individual and organizational levels.
How is AI being used in SMEs?
AI use in SMEs is growing, but remains fragmented and often limited in depth. Both experts and SMEs note an increase in awareness and interest in AI. At the same time, the level of use varies greatly among companies, with many still in an exploratory or occasional phase. Integration into work processes or strategic use of AI is more the exception than the rule.
Small businesses lag behind due to lack of capacity; larger companies have more opportunities.
Sector and business activities
determine the use of AI. Sectors vary in the extent to which AI can add value (e.g. automation potential). It also depends on the existing digital knowledge and skills. Thirdly, in some sectors, a lot of (capital) investment is required to start using AI; this makes experimenting with AI less accessible.
AI maturity varies greatly between companies.
What are the motives and barriers for SMEs to start using AI?
Efficiency considerations are the main motivation for SMEs to use AI. SMEs see AI as a means to optimize processes, automate repetitive tasks, save costs, and address staff shortages. This leads to increased efficiency, flexibility, and higher output per employee. Companies mention, for example, quotation bots, inventory optimization, customer satisfaction analyses, planning systems, and automated advisory reports as promising AI applications for themselves in the future.
SMEs mainly experience barriers related to understanding AI and its potential for their own business, uncertainty about the added value, limited knowledge and skills, and a limited database. According to experts, the lack of vision and strategy regarding AI plays a key role in the limited use of AI. Other important barriers according to experts are the limited knowledge base and investment risks.
What support needs exist and what is promising?
SMEs indicate a need for practical knowledge, information, guidance, and financial support. According to experts, SMEs would benefit initially from support in developing vision and strategy regarding AI. Experts suggest that the government does not need to intervene in all issues, as it is already doing a lot in terms of raising awareness, bringing together companies and public organizations, and promoting AI innovation.
Different forms of support may be relevant for addressing different barriers and supporting SMEs with different levels of AI maturity. According to the researchers, it is realistic for many companies to move up one step on the AI maturity ladder with support that suits their specific context, ambitions, and current level.
