Pipedrive’s take on how businesses are adopting AI
Pipedrive, the sales CRM used by teams around the world, has released a new report on how companies are bringing artificial intelligence (AI) into their day-to-day work. The report looks at what slows adoption, what’s working, and where the biggest gains are showing up. The throughline is simple: many businesses want AI to lift productivity, but they’re still figuring out how to use it with confidence and care.
What’s getting in the way of AI adoption
A central finding is the knowledge gap. Nearly half of business leaders—48%—say the main hurdle is that they don’t fully understand AI tools yet. That lack of understanding makes it harder to choose the right tools, roll them out, and measure impact. It also feeds a second, closely related issue: trust.
Trust, privacy, and security concerns
Trust in how AI works and how it makes decisions is a sticking point for 40% of businesses. Under that umbrella sit familiar concerns: data privacy (27%) and security risks (26%). Leaders want to know where data goes, how it’s safeguarded, and what guardrails exist. Notably, resistance from stakeholders is rarely the roadblock—only 4% point to that as an issue—suggesting most teams are open to AI if the basics of safety and clarity are addressed.
The AI tools businesses actually use
When companies do adopt AI, one tool dominates: ChatGPT. An impressive 86% of businesses in the report use it, far outpacing other options. Siri comes in at 24%, and Google Assistant at 19%, a sign that general-purpose, generative AI has become the go-to for everyday work rather than voice assistants alone. The pattern is clear: flexible, text-driven tools are leading the pack.
Where there’s still room to grow
Some tools are just getting started. Claude by Anthropic, for example, sits at 6% usage. That lower figure points to a wide-open lane for growth and continued experimentation across AI platforms as companies test what fits their workflows best.
What businesses get from integrating AI
The report also maps out why teams lean into AI. Content creation tops the list, used by 75% of businesses. It’s followed by content summarization (52%), transcriptions (29%), and research (24%). In other words, AI is most often put to work where words and information flow: drafting, distilling, documenting, and digging in.
Productivity first, with insight and customer value close behind
For most teams, the main aim is productivity—79% say that’s their primary goal. Interestingly, only 22% view AI mainly as a cost-cutting lever. Instead, many are focused on using AI to surface better insights (42%) and improve customer interactions (41%). The message lands plainly: save time, learn more, serve customers better.
Pipedrive’s role and long-term focus
Pipedrive has long positioned itself as a practical partner for small businesses looking to grow. Founded in 2010, the CRM is used by revenue teams in more than 100,000 companies worldwide. The company’s stance in this report mirrors that history—provide clear, usable tools that help small enterprises keep pace with evolving technology while staying focused on results.
Frequently Asked Questions
What’s the key takeaway from Pipedrive’s AI report?
The report shows that understanding and trust are the biggest barriers to AI adoption, while tools like ChatGPT are widely used. Businesses want AI to boost productivity and improve how they work, with clear attention to privacy and security.
How does Pipedrive help small businesses use AI?
Pipedrive offers accessible, AI-powered features built to streamline everyday processes so teams can work faster and more confidently without adding complexity.
Which AI use cases are most common among businesses?
Content creation leads the way, with strong use of summarization, transcriptions, and research. These areas show where AI is most effective at handling text-heavy, time-consuming tasks.
Is there really room for newer AI tools to grow?
Yes. With Claude by Anthropic at 6% usage, there’s clear space for broader adoption and more variety in the tools companies choose as they continue to test and learn.
Where does Pipedrive stand on AI going forward?
Pipedrive remains focused on delivering practical, innovative AI that meets evolving business needs, helping companies stay productive and competitive as technology moves ahead.
