By now, you’ve probably seen AI appear in almost every tool you use—from your inbox to your accounting software. And if you’re a small business leader, you might be wondering:
“Do I need to rethink our tools—or just learn how to use them better?”
The answer depends on what kind of tool you’re talking about.
Our last article discussed AI-first tools—platforms like Copilot or ChatGPT adapted specifically for their AI capabilities. But many of the tools you already use—like QuickBooks, Business Central, or your CRM—now include AI features, too.
This article is about those tools. The ones you choose for their core business value, where AI is a bonus—not the main event.
What Are AI-Embedded Business Systems?
You’d likely be using these tools anyway because they help you run your business. Think:
- Accounting software
- CRMs
- ERPs
- Project management platforms
Business applications support your core processes. And now, many include AI features to make those processes smarter, faster, or more efficient.
For example:
- QuickBooks uses AI to categorize transactions and forecast cash flow.
- Business Central can automate workflows and detect errors using AI.
- Dynamics 365 Sales uses AI to draft emails, score leads, and summarize meetings.
These features can be beneficial—but they’re not why you bought the tool in the first place. That’s an important distinction.
What to Look For
When evaluating these systems, AI is just one piece of the puzzle. You still need to make sure the tool meets your core business needs.
Here are a few questions to guide your evaluation:
- What problem are we solving?
Start here—always. If you don’t know what you’re trying to fix or improve, it’s hard to know if the tool is a good fit.
- How is the AI embedded?
Is it a native feature or an add-on? Does it work out of the box, or does it require configuration?
- What data does it use?
Is it using your internal data? Does it integrate with other systems like Outlook or SharePoint?
- What level of control do you have?
Can you customize how the AI behaves? Can you review or override its suggestions?
- What are the security and compliance implications?
Where is the data processed? Does it align with your organization’s data governance policies?
- What’s the learning curve?
Will your team need training? Is the AI intuitive, or does it require technical support?
Examples of AI in Action
Here’s how AI shows up in some of the most common business systems:
QuickBooks Online
- Transaction Categorization: AI suggests categories for expenses based on past behavior.
- Cash Flow Forecasting: Predicts future cash flow based on historical data.
- Invoice Reminders: Automatically nudges customers about unpaid invoices.
- Receipt Capture: Uses OCR to extract data from uploaded receipts.
Dynamics 365 Business Central
- Copilot Agents: Automate tasks like processing sales orders directly from customer emails.
- AI-Powered Forecasting: Predicts inventory needs, cash flow, and demand trends.
- Error Detection: Spots unusual data patterns or values that break defined rules.
- Natural Language Queries: Business central users can ask questions like “How many customers did we add last month?” and get answers in plain English.
Dynamics 365 Sales & Service
- Email Drafting: AI helps write replies based on CRM context.
- Meeting Summaries: Automatically generates summaries and action items from team meetings.
- Lead Scoring: Prioritizes leads based on past performance and defined criteria.
- Customer Insights: Surfaces relevant data from Outlook, SharePoint, and Teams to personalize interactions.
The same Rule Applies: Define Before You Decide
Whether you’re evaluating an AI-first tool or a business system with AI built-in, the principle is the same:
Define what you need before you choose.
If you skip the diagnostic step and choose based on features alone, you increase the risk of misalignment. You might need to pivot later—and that’s okay—but it’s better to go in with your eyes open.
Implementation Without Insight Is Just Guesswork
These tools require specialized expertise—not just to implement and configure but also to assess what’s needed in the first place.
The most expensive mistakes we see aren’t in the build—they’re in skipping the diagnostic and design steps. If you don’t clearly define the problem and how the tool should support your process, you risk ending up with something that looks good on paper but doesn’t solve the issue.
You Deserve More Than a Feature List
You deserve a solution that works for your business—not just a list of impressive features.
That’s why we always start with thoughtful discovery. We help you clarify your goals, evaluate your options, and make smart decisions that move the needle.
Let’s Think It Through—Together
If you’re wondering whether your current systems are working for you—or if it’s time to explore something new—we’re here to help.
Let’s talk about what’s possible. We’ll meet you where you are and help you move forward with clarity and confidence.
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