A recent PYMNTS Intelligence report highlights a growing demand for artificial intelligence tools among small and medium-sized businesses. According to the study, 75% of SMBs intend to adopt at least one AI-powered feature from their financial institutions within the next two years.
This figure represents a 16-percentage-point lead over consumer adoption rates, which stand at 59%. The research indicates that high-revenue and profitable firms are particularly interested in practical AI solutions that assist with daily financial decision-making while maintaining user control.
Credit unions are currently evaluating their role in this shift, with 49% of these institutions identifying AI and conversational assistants as potential tools for member acquisition. However, AI agents currently occupy the ninth position among 13 listed innovation priorities.
The report suggests that financial institutions should prioritize the deployment of conversational tools and financial guidance systems. To accelerate the implementation of these technologies, the study recommends forming partnerships with technology providers and credit union service organizations.
