TeamViewer Study: SMBs Lead in AI Adoption but Call for More Training to Maximise Impact

Singapore, 28 June 2025 – Small and mid-sized businesses (SMBs) are embracing artificial intelligence faster than ever—but their depth of usage and readiness still trail behind the hype. A new global study by TeamViewer surveying 1,400 business leaders—including 427 SMB executives—reveals that while 72% of SMB decision-makers consider themselves AI-savvy, a striking 95% admit they need further training to apply AI effectively in business.

AI Gains Momentum Across Business Units—Not Just IT

AI adoption is becoming widespread across SMBs, extending beyond the IT department. An overwhelming 86% of leaders are open to employees outside of IT using AI tools. Despite this enthusiasm, only a third report daily use of AI, and just 16% engage with it weekly. Interestingly, SMBs rate themselves as more AI mature than large enterprises—35% of SMB leaders describe their usage as “very mature” versus just 22% of their enterprise counterparts.

Operational Risks of Lagging AI Implementation

The stakes are high for SMBs that delay deeper AI integration. For 28% of SMB leaders, the primary concern is rising operational costs from missed automation opportunities. In comparison, the broader business landscape fears losing ground to competitors. In Southeast Asia, where digital maturity levels vary widely across markets, this challenge is further amplified—demanding regionally tailored strategies for AI deployment.

Productivity Promise vs. Capability Gaps

Despite the gaps, optimism around AI’s potential remains strong. Nearly three-quarters (72%) of SMB leaders believe AI will drive unprecedented productivity gains, while 76% say it’s essential for performance improvement. Notably, 70% also see AI as a way to expand workforce inclusion, particularly for parents and caregivers.

However, critical capability gaps persist. While most leaders feel confident in their AI knowledge, 95% still seek more training. The two biggest barriers to adoption: lack of education (38%) and security concerns. Nearly three-quarters (74%) are wary of data risk exposure, and 65% restrict AI usage to tightly controlled environments. Alarmingly, 77% of leaders wouldn’t bet a week’s salary on their company’s ability to prevent unauthorised AI use.

Infrastructure Catching Up—With Investment on the Horizon

Scaling AI remains a key challenge. Nearly half (47%) of SMB decision-makers report that their current infrastructure cannot support faster AI rollout. Yet momentum is building: 75% plan to increase AI investment in the next 12 months. This signals a shift from isolated experiments to more strategic, integrated deployments—particularly vital in Southeast Asia, where SMBs are the growth engine of many national economies.

Practical AI Tools Like TeamViewer CoPilot Address Day-to-Day Needs

To help close this maturity gap, advanced tools such as TeamViewer Intelligence are making AI more accessible and actionable for SMBs. Integrated solutions like TeamViewer CoPilot, which offers real-time support for IT teams, provide a practical path to greater efficiency and responsiveness.

TeamViewer CoPilot functions as an in-session assistant that enhances remote support operations. IT agents can automate routine tasks, ask context-sensitive questions, and receive guided suggestions—streamlining decision-making and service delivery 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.”