A growing number of small and medium-sized businesses are reporting strong returns from artificial intelligence, yet most admit they lack the skills to sustain those gains. According to new research from American Express, while 74% of AI-using small businesses have seen a positive return on investment, an overwhelming 81% wish their employees were better trained in AI.
Early adopters are discovering a sobering truth: adopting AI tools does not guarantee mastery. The initial productivity spike fades quickly without a workforce capable of advancing beyond basic automation into deeper strategic use.
The study reveals that 66% of SMBs now deploy AI tools, up ten points since May 2024, but 88% say they are still figuring out how to use the technology effectively. The result is a widening capability gap. Efficiency may have improved in the short term, but the lack of structured training risks halting further progress.
More than half of the surveyed firms reported modest revenue and productivity gains of about ten percent, while 48% noticed fewer operational errors. Yet only 31% are currently funding formal AI training programs, and another 36% say they only plan to do so. The rest depend on ad hoc learning methods that vary widely between teams and departments.
The learning landscape among small businesses is fragmented. Around 35% rely on internet research to understand new AI tools, 23% depend on peer learning, 13% offer formal training, and only 6% provide expert-led instruction. This lag in professional development poses a major risk, especially as AI-related skills evolve faster than any previous technological shift.
A PwC analysis cited in the report shows that skills required for AI-exposed roles are changing 66% faster than those in other jobs, more than twice the pace recorded last year. The sustainable advantage, experts say, lies not in how quickly firms adopt AI, but in how effectively they learn it.
Anirudh Agarwal, CEO of OutreachX, explained that “the real differentiator won’t be how fast small businesses adopt AI, but how fast they can learn it. SMBs that treat learning as a continuous strategic function will transform today’s AI tools into tomorrow’s competitive edge. Informal learning can inspire innovation, but structured training sustains it.”
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The lack of AI capability has also created a hiring dilemma. Eighty-eight percent of SMBs report difficulty finding qualified candidates, particularly those with AI expertise. With nearly a third of positions still vacant according to the NFIB, waiting for external talent is no longer viable. Upskilling existing employees has become the most practical solution.
But the skills gap extends beyond productivity, it now threatens customer trust. Without formal governance and training, unregulated AI use can lead to inconsistent results that damage a brand’s credibility. A Gallup poll shows that only 31% of Americans have any confidence in businesses to use AI responsibly, highlighting the growing importance of governance and ethical deployment.
The findings point to a clear conclusion: two out of three small businesses use AI, three out of four see measurable ROI, but four out of five admit their teams lack sufficient skill. Firms that continue to rely on informal learning risk falling behind competitors who invest in structured, continuous upskilling.
The tools are ready, the benefits are proven, but the workforce is not. Unless small businesses move quickly to close their AI skills gap, today’s success may prove short-lived.
