From research to customer service: how AI can help small businesses save time and money in 2026

The popularization of generative AI tools, such as ChatGPT, Copilot and Gemini, has been transforming the behavior of small Brazilian entrepreneurs. In 2025, the use of artificial intelligence among micro and small companies grew more than 30%, according to the prep From Microsoft and Edelman, which points to an unprecedented adoption of these technologies across the country. 

In Brazil, MSEs represent the backbone of the economy, and digitization has been a determining factor for its growth. according to the Digital Maturity Map, carried out by the Brazilian Agency for Industrial Development (ABDI) and Sebrae, which heard 6,933 businesses across the country, about 50% of small businesses already use digital media to sell products or services, while 94% consider the internet essential for the survival of their companies. 

“ Artificial intelligence has democratized access to tools that were previously restricted to large budgets. Today, any micro or small business can use AI to automate processes, better understand their customers and make data-based decisions. What differentiates successful businesses is no longer the size, but the ability to adapt and integrate these technologies in a strategic way into the business model”, explains the speaker on artificial intelligence, data specialist and MBA professor at Fundação Getúlio Vargas (FGV), and author of the book Cognitive organizations: leveraging the power of generative AI and intelligent agents, Kenneth Correa.

751tp3 MS of MSMEs are optimistic about the impact of AI on their business 

A research Microsoft also revealed that 75% of MSMEs in Brazil are optimistic about the impact of AI on their business. Among the main motivations for investing in AI are: improving the customer experience (61%), gaining efficiency, productivity and agility (54%) and ensuring business continuity (46%).

“We are living a unique moment: AI is no longer a differential to becoming a necessity. The good news is that it has never been so accessible, simple and feasible to implement these solutions, even with limited resources. The secret is to start small, focusing on solving real business problems,” adds Kenneth.

However, despite the enthusiasm and promising initial results, many companies still face challenges in the effective adoption of technology, either due to lack of strategy, training or integration with existing processes. an survey Goldman Sachs reveals that only 14% of large companies actually apply AI effectively in their operations. 

The data shows that even with greater access to resources and infrastructure, the digital maturity is still a relevant obstacle, and reinforces how much Planning and Training The next year will be determining factors for the success of any AI initiative, regardless of the size of the business. 

Practical ways to use AI to boost MSEs

To help micro and small business owners navigate this scenario of digital transformation in 2026, Kenneth Corrêa shares six strategic applications of emerging technologies, based on tools that he and his team use daily, see below:

1) 24/7 customer service with smart automation

One of the most immediate applications of AI for business is the creation of an automated service system using tools that are already available. The strategy begins by recording and transcribing all meetings with clients using platforms such as read.ai stories tactiq, creating a knowledge base on the most frequently asked questions. Then the Gemini 2.5 Pro It can be configured with this base to respond automatically via WhatsApp or email. In practice, this means that the team earns between 5 and 10 hours per week that were previously consumed with repetitive care, being able to focus on more strategic and complex issues.

2) Market research without hiring consultancy

Small businesses often don't have the budget to hire specialized consultancy in market analysis, but that doesn't mean they need to make decisions in the dark. him perplexity itI works as a specialized researcher who analyzes competitors, identifies trends and validates product ideas for free. For example, an entrepreneur may ask “what are the main customer complaints about products similar to mine in the last quarter?” and receive a complete analysis with cited sources. The tool makes research that would previously cost thousands of reais in consulting services accessible to any small business, democratizing access to market intelligence.

3) Creation of a professional visual identity with a minimum budget

The professional appearance of a brand is no longer the privilege of companies with large budgets. tools like looka.com They create complete packages of visual identity – including logo, business card and letterhead  – in addition to generating mockups and visual concepts for advertising campaigns. These solutions allow MSEs to have a brand presentation comparable to that of large corporations, leveling the playing field with regard to the first impression they make on customers and partners. The investment is minimal, but the impact on the perception of value and professionalism is significant.

4) Data analysis without being an expert

Data analysis has always seemed like the exclusive territory of experts, but modern AI tools have completely changed this scenario. him polymer search It connects directly to sales spreadsheets and generates instant dashboards that reveal patterns and opportunities while the excel copilot It allows you to ask questions in natural language such as “which product had the best margin in the last quarter?” without having to master complex formulas. For executive presentations, the exceldashboard.ai Transforms spreadsheets into professional visual reports in a matter of minutes. These tools eliminate the technical barrier and allow any entrepreneur to make decisions based on concrete data, not just intuition.

5) Content on scale for social networks

Consistent content production for social networks is one of the biggest challenges for small businesses, but generative AI has radically transformed this equation. him notebooklm You can transform product catalogs into automatic podcast episodes with two presenters talking naturally about the items, while the Gemini 2.5 Pro com nano banana Integrated generates complete posts for social networks, including text and image. For local business, the suno.com Create professional jingles for campaigns. In practice, this means that a single person can produce volume of content equivalent to that of a team of three professionals, maintaining an active and relevant digital presence without compromising on quality or breaking the budget.

6) Automatic documentation of processes and projects

Documentation of processes and meetings consumes precious hours that could be devoted to business growth. him audiopen Solve this by turning spoken brainstorms into instantly structured documents – just record your ideas while driving or walking. him read.ai, It goes further and records meetings automatically, generating briefings and minutes without manual intervention. These documents can then be converted into professional presentations by the GAMMA.APP. 

challenges and the way forward

Despite the promising scenario, the prep “Sebrae's ”digital transformation in small businesses” reveals that 66% of Brazilian micro and small companies continue in the initial phase of the digital transformation process, 30% is in the intermediate phase and only 3% can be considered leaders in their areas. This demonstrates that, although the interest is high, there is still a long way to go.

Among the main challenges are the lack of technical knowledge, limited financial resources and cultural resistance to change. However, the survey Microsoft points out that 20% of MSEs consider the adoption of AI a challenge, a number that tends to decrease as the technology becomes more accessible and intuitive.

“ The biggest mistake a MPE can make is to think that it needs to do a complete digital transformation at once. The most effective strategy is to identify a specific business problem — whether in service, sales, or management — and implement a technological solution to solve it. The quick results generate confidence and knowledge for the next steps. Digital transformation is a journey, not a destination”, advises Kenneth Corrêa.

the future is now

The convergence of AI, automation, and data analytics is redefining what is possible for micro and small businesses. The democratized access to these technologies creates a more level playing field, where agility, creativity, and customer focus can overcome the size and resources of large corporations.

With 98% of companies planning to use AI by the end of 2025, according to data HubSpot, and projections from Gartner indicating that by 2025 over 80% of large enterprises will have integrated AI solutions into their processes, it is clear that transformation is no longer an option but a strategic necessity.

“SMBs that embrace technology today will be better positioned to grow, scale, and thrive in the future. AI does not replace the human essence of business—creativity, empathy, relationships—but amplifies these qualities, allowing entrepreneurs to focus on what truly matters: creating value for their customers and building sustainable, relevant businesses. The time to act is now,” concludes Kenneth Corrêa.