Author: David McMillian

Every week I have conversations with business owners from a variety of industries who know they should be doing something with AI, but they aren’t sure what that “something” is. Most of these businesses are small-to-medium sized, ranging from medical practices to HVAC contractors, to accounting firms, to manufacturers.  They all have the same question: How do I get started?

The headlines make it sound like AI is only for billion-dollar corporations with research labs and data scientists in white coats. But the truth is, real businesses are already using AI in powerful ways; they just don’t always call it that.

At McMillian & Associates, we meet with hundreds of companies each year. When we ask, “How are you using AI?” most answers fall into one of four stages that show a clear path of how automation and intelligence are reshaping daily work.

1. Individual Adoption: The “Personal Assistant” Stage

This is where it begins.

An employee uses ChatGPT to write a client email, summarize a report, or brainstorm ideas. Or the office manager who asks Microsoft Copilot to explain a regulation in plain English.

At this stage, AI acts like a thinking partner, helping people save time, gain clarity, and work faster.

It’s not a company-wide rollout yet; it’s a collection of small discoveries that change how people approach their jobs.

Progressive companies encourage this kind of experimentation because it builds curiosity and confidence before formal systems are ever automated.

2. Teamwide Adoption: The “Structured Efficiency” Stage

When those small wins prove valuable, teams begin to standardize them.

This is where we see companies create AI-driven templates, prompt libraries, and embedded analytics tools that make routine work easier and more consistent.

For most small and mid-sized businesses, this isn’t about replacing people; it’s about turning individual productivity into organizational efficiency.

Policies and workflows start to form. What began as experimentation becomes structure.

3. Customer-Facing Automation: The “Digital Front Door” Stage

You’ve probably seen this already.

An HVAC company uses an AI chatbot to help homeowners pick the right system on a hot day. A dermatology clinic answers common patient questions through a virtual assistant before anyone picks up the phone.

In these cases, AI becomes the first point of contact by improving response times and freeing staff to handle more complex needs.

It’s not replacing people; it’s supporting them. Done right, this stage builds trust and convenience and may be the new standard for customer service.

4. Process Automation: The “Strategic Shift” Stage

This is where transformation happens behind the scenes.

Companies begin using AI to automate back-office tasks like billing, onboarding, and data entry, freeing up valuable human hours for strategy and client relationships.

It doesn’t make headlines, but it makes a real impact. A process that once took 30 minutes can now take three.

Here’s the good news: AI doesn’t replace people, it repositions them. The technology handles repetitive tasks, while humans focus on advising, solving problems, and building relationships.

Human Expertise + Automation + Technology = The Best Results

It goes without saying that AI is moving at lightning speed, and maybe faster.  AI is still in its infancy, and it’s learning from us every day, adapting to the needs and wants of those who use it.  We’ve all heard stories about AI giving inaccurate information.  As with any new technology that can minimize human connection, it’s best to have human oversight.  

Using AI prudently, with human oversight, enables real companies to improve efficiency, increase speed to market, and enhance existing processes while enabling their employees to reduce errors, make better decisions, and improve creativity and problem solving.  Using AI the right way for your business will create a business partner in ways that you never thought it could.

Ready to explore what AI could look like in your business? Let’s set up a meeting here!