Why SMEs Must Embrace AI and Automation in 2025: A No-Nonsense Implementation Guide

In an era where technology adoption can make or break a business, many SME owners find themselves at a crossroads. Should they invest in AI and automation? How can they ensure successful implementation? Industry experts recently shared compelling insights on why technology adoption isn't just about keeping up with trends—it's about survival and growth.

The Real Cost of Staying Behind

Oliver Tian, a veteran with three decades of AI experience, shares a striking historical parallel: "In 1906, New York City streets were filled with horse carriages and just one automobile. By 1917, the same street had all automobiles except for one horse carriage." The message is clear—SMEs can either evolve with technology or risk becoming that last horse carriage on the street.

Why SMEs Can't Ignore Automation Anymore

According to Jingjing Zhong, CEO of Superbench, SMEs face increasing pressure on multiple fronts:

• Rising manpower costs
• Growing back-office expenses
• Competitive pressure from tech-savvy competitors
• Customer expectations for digital services

"When you grow, you can't cut costs up front," Jingjing explains. "These are the workers who generate revenue for you. Then you need to look at ways to grow more sustainably."

Common Implementation Pitfalls to Avoid

The experts highlighted several crucial mistakes SMEs often make:

1. Following Trends Blindly: "Don't just go for FOMO (Fear of Missing Out)," warns Oliver Tian, Vice Chair, International Alliance of Robotic Associations & Vice-President of Global Robot Clusters. "You got to see whether you need it within your organisation."
2. Wrong Decision-Making Process: One company made the mistake of letting cleaning supervisors vote on customer support tools they'd never use. As Jingjing notes, "Don't make a democratic decision. Don't get everyone to vote."
3. Mismatched Solutions: "If you have a marketing problem, don't get your IT manager to try Google Ads," shares Jingjing, citing a real case where an IT manager's negative experience led to the company avoiding digital advertising altogether.

The Right Way to Implement Technology

The experts recommend a structured approach:

1. Start with Problems, Not Solutions "Look at problem-driven approach. Most SMEs saying 'Oh, I don't have enough leads' then go play around with Mid Journey. Wait, but Mid Journey doesn't help you create more leads."
2. Evaluate Readiness "You haven't even digitalised your records. How are you going to use AI?" Oliver recalls telling eager SMEs. Companies need to assess their digital readiness before jumping into advanced solutions.
3. Manage Employee Resistance Frame technology as an enabler, not a replacement. "Instead of saying 'when you go on holiday, you don't have to do work,' say 'when you come back from holiday, you have slightly lesser work,'

Success Stories and ROI

The potential returns can be significant. One example shared was a Japanese restaurant that deployed cooking robots to enable 24/7 operations. "Instead of operating from 11 to 2 or 3 and 6 to 10, you now can operate 24 by seven with a push button operator," Oliver explains.

Moving Forward

For SME owners looking to start their automation journey, the experts recommend:

• Try multiple solutions before committing (Jingjing tested 40 tools in a week)
• Look for quick implementation timelines (2-3 months max)
• Ensure personal involvement from leadership
• Focus on solving specific business problems rather than implementing technology for its own sake

The message is clear: SMEs must embrace technology, but they need to do it strategically. As Tian concludes, "Technology can be a partner and a friend. I believe in the function of zero to one and one plus"—meaning technology can both help achieve ideal performance and then surpass it.

Check out their full interview with guest host, Jeremy Au, here