Three and a half years after the launch of ChatGPT, Italian small and medium-sized enterprises are accelerating the adoption of artificial intelligence, but remain cautious when it comes to entrusting it with the most delicate decisions. Almost one in two SMEs uses AI tools (45%, in line with the European Union average), but 42% of those who use them still do not see a significant impact on their daily business. This emerges from research by the company Qonto dedicated to the relationship between SMEs, financial management, and artificial intelligence.
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The gap between technological experimentation and trust becomes even more pronounced when it comes to finance. 78% of entrepreneurs would not delegate financial decisions to AI because they prefer to maintain direct control of management (42%), or state that they do not trust the technology when it comes to choosing how to use the company’s resources (36%).
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Investments are still made in physical banks
The same attitude emerges in the relationship with banks. Despite the post-digitalization market context, 78% of respondents still consider it essential to be able to count on a human contact and personal relationship. Neobanks, banking institutions that operate completely digitally and without physical branches, remain a niche solution: they are used by 21% of companies.
The traditional banking model remains the favorite despite the choice of provider depending mainly on the level of costs and fees, the main evaluation criterion ahead of the quality of assistance and ease of use. Reducing expenses is fundamental in the climate of caution highlighted by the study. The priority for 36% of companies for 2026 is indeed cost reduction and process optimization, ahead of revenue growth. Economic prospects are unfavorable: more than half of the companies do not foresee new hires mainly due to labor costs.
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