ECI Releases AI Readiness Report as SMB AI Optimism Outpaces Adoption

ECI Software Solutions, a leader in AI-powered, cloud-based business management software and services, released its AI Readiness Report: Data, Trends, and Real-World Challenges. The new research shows SMB leaders are bullish on AI, but many are not yet prepared to turn it into measurable outcomes. Based on a survey of more than 550 SMB leaders across the U.S., Canada, and Australia, the report details where AI is being applied first and what is blocking progress.

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With labor shortages and operational complexity rising across manufacturing, distribution, and field service, SMBs are looking to AI for relief, but gaps in data readiness and internal expertise are slowing adoption and impact.

Key findings from the survey include:

• Optimism is high, execution is uneven: More than 70 percent of SMB leaders hold a positive view of AI, but adoption and maturity are uneven.
• Demand is concentrated in core operations: Among SMBs using or planning to adopt AI, 60 percent identified data analysis and reporting as a top focus, followed by content creation and marketing at an average of 49 percent, customer service at 42 percent, and inventory management at approximately 34 percent.
• Results are not guaranteed: Nearly 40 percent say they have not yet seen measurable results from AI initiatives.
• Readiness gaps are a bottleneck: Lack of in-house expertise, data readiness, and clarity on where to begin as the top barriers to adoption.
• Pressure is accelerating timelines: Leaders in manufacturing, field service, and distribution reported heightened urgency driven by labor shortages and ongoing operational challenges.

“SMBs aren’t asking if AI matters anymore, they’re asking how to get results without adding risk,” said Brian Winters, Chief Product Officer, ECI Software Solutions. “What this research makes clear is that success depends less on ambition and more on readiness. AI has to fit into existing workflows, work with the data teams already have, and prove value quickly to earn trust.”

The report provides a data-driven look at how SMBs are adopting AI , where they see the most immediate value, and what is holding back measurable results. It also clarifies the difference between automation and true AI, offers practical guidance on getting started with targeted use cases, selecting solutions that integrate with existing systems, and adopting AI responsibly.

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