Small businesses urged to embed AI for automation, not just chatbot queries

AI strategist Dr. Connor Robertson says most owners treat artificial intelligence like a faster web search—opening a chat window, asking a question, and acting on the reply. He argues that true leverage comes when AI runs autonomously, handling tasks such as inbox triage, drafting follow‑up emails, or generating weekly reports without human prompting. Robertson outlines three adoption stages: manual query, templated prompts, and fully embedded automation, noting that the bulk of AI’s value lies in the final stage, which few businesses reach.

AI implementation consultant Lilach Bullock echoes the need for a different approach, urging small firms to feed AI with their own customer communications instead of using it to create generic copy. By analysing 340 support messages from a personal‑training studio in Kent, the AI identified recurring phrases like “I don’t have time” and “accountability,” which proved more effective for marketing than generic slogans. Bullock suggests that extracting existing customer language can dramatically improve conversion rates.