In fact, a global survey by McKinsey & Company found that at least 78% of businesses use AI for at least one function.
While AI can improve efficiency and reduce costs, it’s not a substitute for human touch, which involves creativity, empathy, and intuition. Algorithms simply don’t have the ability to replicate these emotions and behaviors, which are essential for business success.
The moral of the story? No matter your industry, it’s essential to strike the right balance between AI automation and human intelligence. However, since doing so is easier said than done, we’ve compiled this guide to steer you in the right direction.
Key Insights
- AI can automate repetitive tasks, analyze complex data, and draft generic content but don’t count on it for difficult customer situations, final marketing collateral, and highly personalized initiatives.
- Monday.com, Shopify, Pipedrive, RingCentral, and Paychex are several examples of AI-powered software that can supplement your company’s human oversight.
- To make the most out of AI without losing human touch, treat it as a resource rather than a replacement for humans who actually know the ins and outs of your unique business.
When to Use AI in Business
You can use AI for repetitive tasks, data analysis, and content drafts. Let’s take a closer look at how it can help you with each of these functions.
Repetitive Tasks
There’s a good chance your business relies on repetitive, mundane tasks on a daily basis. For example, you may enter customer information into a database and send generic emails to those who have made a purchase or joined your loyalty program. Typically, AI is sufficient for these types of tasks as they require a lot of time and manpower but minimal thought or reasoning.
Data Analysis
If your business frequently deals with a lot of complicated data, AI can help you make sense of it. It can pinpoint trends and patterns while making smart recommendations so you don’t have to spend hours and hours sorting through it to find issues, trends, and opportunities.
Content Drafts
When you need to write an email, ad, social media post, sales letter, or any other type of promotional or educational content for your customers, investors, or employees, AI can develop a draft, which may spark some ideas in the early stages of writing and serve as a solid starting point.
When to Avoid AI (And Prioritize Human Intelligence) in Business
AI is not equipped to take over complicated customer situations, finalize content, and spearhead ultra-personalized business initiatives. It has its limits, making the human touch of utmost importance. Let’s dive deeper into when you should skip AI and rely on human intuition and creativity instead.
Complex Customer Situations
Sometimes, customers come to you with difficult questions or concerns that require empathy and understanding. In these instances, a human should interact with them, instead of an AI chatbot, for example. Humans are more likely to use good judgement and provide the emotional support confused or disgruntled customers are often longing for.
Final Content
While AI can generate outlines and guide you with writing, its drafts must be overseen by a human and edited by one. Otherwise, you may end up with materials that contain inaccurate or incomplete information. The content might also seem generic and miss the customization that allows your brand to stand out from the crowd.
Highly Personalized Use Cases
If your goal is to create a guide that explains how to use a proprietary tool, for example, a human should handle it. AI is better suited for generic work as it lacks the specialized knowledge and experience required for very specific internal and external initiatives.
Software with AI Capabilities to Consider
Fortunately, many software solutions have incorporated AI to help small businesses optimize their processes and ideally, increase their bottom line. Although you can’t rely on these platforms for every business function, you can pair them with human oversight to take your business to the next level.
Here are several of the best AI-powered tools you might want to explore:
Monday.com
AI Capabilities:
Monday.com lets you automatically extract and organize data from all types of documents. From there, it may summarize complex topics, reveal the most important points, and provide actionable insights. The software can also generate automations that align with your unique workflows.
Availability: Every Monday.com account comes with 500 free AI credits but you can buy more if necessary.
Shopify
AI Capabilities: Shopify refers to its suite of AI features as Shopify Magic. Sidekick, its AI assistant, can analyze your data in real-time and offer personalized recommendations. You may also turn to Sidekick to improve your product photos and write compelling email campaigns. In addition, Sidekick may answer basic customer questions and convert live chats into checkouts.
Availability: Shopify Magic tools are free for all Shopify users but their availability and access may vary based on plan.
Pipedrive
AI Capabilities: Pipedrive comes with AI tools to enhance your sales processes. It can pinpoint patterns and suggest deals with the highest potential so you know where to focus your efforts most. There’s also an AI email generator to aid with customer communication and email summarizer, which can enable you to act quickly.
Availability: All Pipedrive accounts include AI-powered features.
RingCentral
AI Capabilities: RingCentral’s AI Receptionist integrates with your phone system to answer calls, 24/7. It can take appointment scheduling and frequently asked questions off your plate. Plus, you may train it to route calls and record conversations that can be reviewed and shared at any time. As your business grows, you can scale with RingCentral as it allows for unlimited AI Receptionists.
Availability: AI Receptionist is a standalone RingCentral feature that starts at $59 per month for 100 minutes.
Paychex
AI Capabilities: Once you share your hiring needs by describing the positions, locations, and skills you’re hunting for, Paychex Recruiting Copilot will partner with Findem to send you qualified candidates. It may eliminate the need for job postings and generate a list of matches that you can access in the future.
Availability: You can try Paychex Recruiting Copilot for free and contact Paychex directly for pricing information.
How Small Businesses Are Balancing AI with the Human Touch
We could share all the tips and tools in the world and hope they’ll enable you to strike a good balance between AI and human intelligence. However, we believe these real examples of small businesses that are doing just that are far more impactful.
Find My Profession: A Website That Helps Job Seekers Find Their Next Role
How The Business Uses AI: Find My Profession has integrated an AI chat agent into its platform to provide its clients (job hunters) with possible opportunities, messaging recommendations, and resume improvements while they’re using the service.
How The Business Incorporates Human Touch: FindMyProfession sets up touch-base calls with its clients as well as one-on-one Zoom calls to discuss strategies. The business treats the AI more as an "assistant", not something that will replace anyone or the way anyone thinks.
Advice From an Employee: “Have a strategy. Do not speculate. Do not jump on any AI trends, blindly. Know the reasons why you are implementing AI in your company, and what you hope to achieve by doing so. The reason? There are people who don't need it and can work faster than AI. You do not want to lose such people,” says Steven Lowell, career coach and reverse recruiter at Find My Profession.
Jones Public Relations: Full-Service Strategic Communications Agency
How The Business Uses AI: Jones Public Relations uses AI to speed up research, draft initial content outlines, monitor media coverage and social media engagement, and track trends. It helps the business respond to its clients faster while keeping campaigns relevant.
How The Business Incorporates Human Touch: The company has set up a two-person mandatory editing process which ensures fresh eyes are looking at each project with extensive knowledge of the client. This process helps deliver final results that match the tone and energy clients request.
Advice From a VP: “It’s vital to use AI for daily time-consuming tasks that interfere with the heart of your business. AI allows you to complete necessary but tedious things and frees up time for your employees to act as strategic planners and creative thinkers,” explains Taylor Ketchum, marketing and branding vice president at Jones PR.
DataNumen: Global Leader in Data Recovery Technologies
How The Business Uses AI: With some help from AI, DataNumen generates professional articles and guides to educate its customers about data recovery processes and best practices. The company has also developed an AI chatbot, which has specific data recovery knowledge and answers customer questions about its products. This provides 24/7 support for users who may be coping with urgent data loss.
How The Business Incorporates Human Touch: DataNumen maintains human involvement by regularly reviewing AI responses, correcting errors, and optimizing workflows. This way all its customers receive accurate, helpful information that can help resolve their issues quickly and efficiently.
Advice From the CEO: “The key is recognizing that AI amplifies human capability rather than replacing it entirely. In the data recovery field, technical accuracy is crucial, and human expertise remains irreplaceable for quality assurance and complex problem-solving,” says Chongwei Chen, president and CEO of DataNumen.
Faster Answering: An Answering Service for Small Businesses
How the Business Uses AI: FastAnswering currently leverages AI on a limited basis for its restaurant and food service customers. Call volumes for these customers spike during specific times of each day, such as breakfast, lunch and dinner. Since those spikes can sometimes overwhelm human receptionists and lead to long hold times, using an AI voice agent has proven to be a good solution.
How the Business Incorporates Human Touch: While AI voice agents take customer orders and personal details initially, all calls get transferred to human receptionists who verify all the information is accurate.
Advice From the Owner: “I recommend a hybrid approach. It’s a good balance because it maintains the human touch with customers, but also corrects any mistakes that AI tools may have made that can potentially hurt your reputation,” explains Lou Haverty, owner of FastAnswering.
In the Market for AI Software? Business Heroes Can Help
If you’re ready to jump on the AI bandwagon, Business Heroes is an invaluable resource. Simply fill out our short questionnaire and receive personalized recommendations for an AI solution and any software you might have. Find the best AI software solution for your business, today!
Frequently Asked Questions
Is AI essential for every small business?
No. As a small business owner or manager, you can choose whether to use AI in your workflows. In many cases, AI is a good idea as long as you supplement it with human oversight.
What are the best AI tools for small businesses?
Monday.com, Shopify, Pipedrive, RingCentral, and Paychex are a few examples of AI-powered software solutions for small businesses. Your unique budget, goals, and preferences will help determine the ideal platforms.
How can my business use AI and maintain a human touch at the same time?
To take advantage of AI but still incorporate human intelligence in your business, use AI software for tedious tasks and save your human team for complex tasks that require empathy, integrity, and creativity.
Can my business solely rely on AI for customer service?
No. While you may leverage AI to provide customers with basic answers and advice, humans must handle complex situations. If you only depend on AI during customer interactions, your customers may be displeased with their service and turn to a competitor instead.
