AI is in the spotlight again. A recent survey from Xero has revealed that 73% of US small business owners are concerned that artificial development (AI) and adoption are outpacing regulation, as generative AI tools permeate various industries and the workforce.
Xero’s "Future Focus AI" revealed that small businesses believe sensitive information disclosure (38%) and data privacy violations (36%) are the biggest ethical challenges relating to AI use in their business. This is closely followed by worker displacement, with 35% citing this as the biggest ethical challenge.
The findings—which came from a survey of more than 3,000 small business owners globally, including 500 US small business owners on their perceptions of, thoughts on and planned actions for AI—were unveiled at Xero’s Xerocon event in Sydney, Australia this year. During the event, Xero shared more on its approach to building AI products and introduced two new AI-powered predictions features, generative AI pilots and an AI guide for accountants and bookkeepers.
Mark Rees, Chief Technology Officer at Xero, says that while AI brings lots of benefits, the survey results highlight the need to provide more knowledge, tools and policies to ensure small businesses are not left behind and can continue to thrive.
"Xero’s always looking at how we can bring new technology safely into the hands of customers, in a way that will make a positive difference in their lives," Rees says. "It’s about putting the customer first; not shipping lots of AI features for the sake of it.”
Data privacy concerns don’t reflect actions
The survey showed that as AI tools become more widely accessible, many small businesses are proactively looking for ways to stay ahead of the curve. The most common steps are experimenting (37%) or investing (25%) in new AI tools or working with third party AI vendors or experts (19%). But 30% aren’t taking any proactive steps.
When exploring the benefits that AI can bring, small businesses are also paying attention to the risks. The top actions taken by small businesses to manage the risks of generative AI tools include creating policies and guidelines for employees (28%), providing training to employees on identifying biases or inaccuracies (23%) and seeking written consent from clients / customers before using AI tools (21%).
However, the survey shows many small businesses are trusting AI tools with sensitive data, highlighting a need to support them in assessing security and privacy risk. For example, nearly half (49%) said they trust AI with identifiable customer information, while 41% trust AI with their sensitive commercial information.
By being too comfortable with sharing personal identifiable information with AI tools, many small businesses are putting their data at risk. Xero is guided by its responsible data use commitments and strives to support customers navigating data use.
It is somewhat unsurprising then that 25% of small businesses have seen increased security or privacy issues since using generative AI tools. In fact, 65% said they have seen drawbacks when using generative AI in their business. Other drawbacks small businesses have seen are increased biases or inaccuracies in content (16%), decreased employee morale (16%) and decreased efficiency due to quality control of AI content (15%). Additionally, 15% have seen a reduced headcount.
Both excited and anxious, about the impact of AI
Small businesses are decidedly ambivalent but lean, ever slightly, toward optimism when it comes to the impact of AI on their business. Over a third (36%) are intrigued about AI, while others are feeling anxious (33%) and excited (30%). Nearly half (48%) believe AI will be more helpful and have a positive impact on their people, processes and workflows, compared to 19% who said it is more harmful.
Over three quarters (77%) believe AI will have an impact on their business in the next five years. But a quarter of small businesses say they are not sure what impact AI will have on their business. Of the others, 26% said AI will help them create more efficient business models and workflow.
Small businesses want AI to play a big role—but not the majority role—in their business, with 29% saying they want more than half of their business systems supported by AI in the next three years. While nearly two-thirds (65%) said AI will have no impact on their hiring plans in the next three years, almost a quarter (24%) of small businesses said they plan to hire fewer people than they would have otherwise due to AI.
Amid all the hype and buzz, AI is not a priority in the near term for the majority of small businesses. When asked about their concerns over the next 12 months, growing business revenue (69%) and attracting new customers (64%) were the top two concerns. Only 7% ranked adopting or investing in AI as their No. 1 priority over the next 12 months.
New guide for advisors to help small businesses navigate the world of AI
There is a clear desire for greater education and support, with 45% feeling that training and resources on different types of AI and its impact on their business or industry is necessary for their business. Responsible AI practices and ethical considerations (38%) and using AI to increase productivity (35%) were also the top knowledge areas that small business owners felt were necessary.
As accountants and bookkeepers become trusted advisors to small businesses on new technology and how it can be used, Xero has published the "Future Focus: AI Guide for Accountants and Bookkeepers" to help them navigate the impact of AI on their practices and clients.
Rees says Xero wanted to cut through the hype and fear-mongering and answer a really simple question: what does AI mean for your typical practice? "The Xero guide is intended to help accountants and bookkeepers make well informed choices when it comes to using AI tools, to manage the risks and realise the benefits for them and their small business customers.”
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