As artificial intelligence (AI) tools evolve at breakneck speed, one thing is clear: American businesses are paying attention. But how do they really feel about adopting AI, and who do they trust to guide them through the noise?
Moneypenny, a leader in customer engagement services, commissioned a new survey to uncover the real thoughts of U.S. business decision-makers. Drawing on feedback from over 750 leaders across various industries and company sizes, the results give us a unique window into both the excitement and the hesitations surrounding AI today.
This article explores what those findings mean for companies trying to scale efficiently, overcome operational hurdles, and deliver standout customer experiences.
AI adoption among U.S. businesses: where we stand today
When asked about how companies are using AI, responses were mixed. Just 17% of businesses said they’re already using AI regularly. That leaves a significant 83% either experimenting, exploring, or avoiding AI altogether.
This data underscores a clear opportunity: AI adoption remains in its infancy for most small to mid-sized companies. Despite widespread media coverage and tech sector buzz, the everyday use of AI by companies with fewer than 500 employees is still limited.
Why is that? Trust, awareness, and practicality appear to be the major roadblocks.
Who do businesses trust when it comes to AI?
Trust is a massive factor when adopting new tech, particularly one as transformative as AI. The survey asked: who do businesses really trust for guidance?
Interestingly, the top three trusted sources were:
- Industry experts and consultants
- Professional service providers
- Friends and peers in business
| What info sources do companies trust when it comes to AI? | Company size (# employees) | |||||
|---|---|---|---|---|---|---|
| Sole Trader | 1 – 9 | 10 – 49 | 50 – 99 | 100 – 249 | 250 – 500 | |
| Friends & family | 33% | 28% | 37% | 33% | 41% | 34% |
| Business advice sites | 21% | 26% | 39% | 33% | 38% | 46% |
| Peers & colleagues | 18% | 20% | 39% | 35% | 35% | 35% |
| Review sites | 20% | 23% | 29% | 32% | 38% | 42% |
| AI providers | 15% | 14% | 29% | 32% | 31% | 43% |
| Government advice | 11% | 17% | 34% | 32% | 29% | 34% |
| None in particular | 32% | 27% | 9% | 11% | 8% | 10% |
Big tech platforms and AI vendors didn’t top the list. This tells us that businesses want reassurance and human insight from real-world practitioners and service partners, not flashy demos or abstract use cases.
Moneypenny’s integrated AI services deliver exactly that: real-world, customizable solutions that blend advanced automation with expert human support.
Why AI adoption is lagging despite high interest
The survey reveals a clear appetite for AI, but it’s not translating into widespread adoption just yet. Many respondents reported they’re aware of AI’s potential benefits but struggle to know where to start or how to implement tools that truly fit their workflows.
That gap between interest and action often results in missed calls, lost opportunities, and inconsistent customer experiences. Time-poor decision-makers face mounting administrative burdens, staffing challenges, and rising overhead costs.
This is where an integrated AI service can shine.
6 business challenges that AI can solve right now
Many businesses today are grappling with:
- Missed calls and opportunities
- High cost of hiring, training, and retaining staff
- Limited after-hours customer service
- Overwhelmed in-house teams struggling with peak volumes
- Inconsistent experiences for callers and customers
- Backlogs of admin tasks that eat into core business time
Moneypenny’s AI-powered answering services help overcome these issues without the burden of new headcount or complex integrations. Whether it’s a fully automated AI Voice Agent, or a seamless Phone Answering Service that can transfer calls, answer FAQs, or schedule appointments, the tech is built to scale as businesses grow.
Explore our AI Receptionist for a deeper look.
How small businesses are approaching AI differently
Smaller businesses (especially those with 5–19 employees) are much less likely to be using AI regularly. Many also lean heavily on word-of-mouth and peer recommendations when evaluating new technology.
Larger organizations, however, are approaching AI adoption differently. According to the data:
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A growing percentage want clearer guidance on how to apply AI practically – increasing steadily from 30% among sole traders to 62% in companies with 250–500 employees.
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Smaller businesses (under 20 employees) are more likely to say they need to take initiative themselves when it comes to implementing AI – with 36% of sole traders and 34% of 1–9 employee firms agreeing, compared to 54% of companies with 250–500 staff.
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A significant share of small businesses feel unclear or undecided – nearly 38% of sole traders and 31% of 1–9 person businesses selected “Neither” when asked about how they are applying AI.
| How are organizations applying AI into business? | Company size | |||||
|---|---|---|---|---|---|---|
| Sole Trader | 1 – 9 | 10 – 49 | 50 – 99 | 100 – 249 | 250 – 500 | |
| We want much more guidance on practical application of AI | 30% | 42% | 47% | 57% | 58% | 62% |
| We need to take the initiative when it comes to applying AI | 36% | 34% | 55% | 44% | 50% | 54% |
| Neither | 38% | 31% | 8% | 13% | 12% | 10% |
In contrast, companies with 100–500 employees were more likely to:
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Be actively exploring AI options
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Show interest in outsourcing functions
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Trust external providers to support their customer experience
This presents a key opportunity: outsourced, AI-enhanced services can give smaller firms the same level of professionalism that larger companies enjoy – without the associated overhead.
Which industries are leading the way in AI adoption?
The professional services sector showed the strongest AI adoption and openness to new tools. These businesses tend to prioritize efficiency and see value in virtual answering services to manage high call volumes and deliver consistency.
Industries like real estate, legal, and healthcare were also highly responsive to the idea of outsourcing as a solution to stretched internal teams.
For businesses in these sectors, a virtual answering service is more than just a convenience – it’s a revenue protector. Every missed call could mean a lost client.
Across the States: How AI trust and adoption varies regionally
Insights from Moneypenny’s survey align closely with national findings. A recent Harvard Business Review article highlights that companies succeeding with AI are those taking deliberate, structured steps and leaning on trusted partners, not attempting to go it alone (HBR, Jan 2025).
That’s particularly relevant in states like Rhode Island, West Virginia, and Nevada, where many businesses expressed a strong need for practical guidance on how to implement AI effectively. This reinforces a broader truth: enthusiasm alone isn’t enough; execution matters.
The survey also revealed many differences in AI attitudes by state. Businesses in Rhode Island, West Virginia, and Nevada expressed the highest demand for more guidance on how to use AI in practice, suggesting that education, not just access, is the key barrier in many regions.
Meanwhile, trust in informal networks varied widely. In South Dakota and Delaware, businesses were most likely to turn to friends and family for AI advice. On the other end of the spectrum, decision-makers in Oregon, Maine, and New Mexico placed little to no trust in personal networks, highlighting a preference for professional or institutional sources instead.
These differences underline a key point: AI adoption isn’t one-size-fits-all. Support models need to account for regional behaviors, trust levels, and appetite for guidance. Moneypenny’s hybrid approach, blending automation with human support, offers businesses across the U.S. a flexible solution tailored to their unique needs.
How Moneypenny combines AI technology with human expertise
Unlike off-the-shelf platforms that offer limited customization, Moneypenny’s services are tailored to meet the specific needs of each client. Our solutions are designed to work seamlessly alongside existing systems, combining smart automation with expert human backup.
Whether it’s answering calls, responding to web chats, or managing customer inquiries, our AI tools are underpinned by decades of experience in delivering excellent service across industries.
Get ahead with AI: why now’s the time to act
AI is no longer the future – it’s happening now. But you don’t need to figure it all out yourself.
With trusted support from Moneypenny, companies can:
- Improve their customer experience
- Reduce operational costs
- Deliver 24/7 service without burnout
- Capture every opportunity
Speak to a Moneypenny expert today to see how we can support your business.
Explore our AI Voice Agent or discover how a virtual answering service could be your next smart hire.
