Let’s get right to it. Are you afraid of the term “digital labor”? With so many new buzzwords shaping the way we work, it’s easy to assume that as a small or medium-sized business (SMB) or startup, this one isn’t meant for you. But digital labor isn’t about replacing people, it’s about helping them.
The biggest challenge SMB owners shared wasn’t artificial intelligence (AI). It was time. There’s never enough of it. You’re working hard to keep things moving and grow your customer base. And while you can’t add more hours to the day, you can absolutely lighten the load. But how? In this blog, you’ll learn what digital labor is and why it’s not something to be afraid of. Let’s dig in.
What you’ll learn:
What is digital labor for startups and SMBs, anyway?
The term digital labor means using AI technology to handle everyday tasks that humans usually do. Digital labor can be a tool that assists with qualifying leads, sending marketing and sales emails, or answering customer questions. You’ve probably seen it in action as an AI chatbot answering questions or a generative AI tool helping you write content.
In grander terms, digital labor is your virtual assistant who helps with routine work, so your actual team can focus on bigger goals. Your team (no matter how lean) doesn’t need to spend hours on manual tasks. Once you set up the right systems, they are trained to operate quietly in the background — doing the job 24/7 and often more accurately.
Digital labor vs. traditional automation
Traditional automation is based on fixed rules. You define a specific condition, and the system responds with a specific action. While it’s helpful for predictable tasks, it doesn’t adapt or make decisions on its own.
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Digital labor is more advanced. It uses AI to understand patterns and context and takes outcomes into consideration. As a result, you can train it to plan and act. It helps your business move forward by acting intelligently, without needing constant input from you.
Why digital labor isn’t something to fear
When you hear terms like AI, automation, or digital labor, it’s easy to assume that they’re too advanced or too expensive for a startup. That feeling is normal. New tech can seem overwhelming, especially when you’re already limited in time and resources. But digital labor is much simpler than it sounds. It’s easier to use and costs less than you might think. The best part? It fits right into the tools you already use. You don’t need to be a tech expert to make it work for your business.
That’s why small businesses are already getting on board. According to the latest Small and Medium Business Trends Report, 75% of SMBs are investing in AI, and 71% plan to increase that investment over the next year. Why? Because it works. 90% of SMB leaders who’ve adopted AI say it makes their operations more efficient, and 87% say it helps them scale without needing to constantly grow their headcount.
And here’s the kicker: 91% of SMBs with AI say it actually boosts their revenue. It’s easy to say that this isn’t a future bet anymore — the future has arrived. So if you’ve been hesitating, know that you’re not behind. You’re right on time. And you don’t need a massive budget or an IT department to start.
Top benefits of digital labor for SMBs
When used well, digital labor can become a practical advantage for your business if you want to stay focused and competitive. Here’s how it shows up in different parts of your day-to-day:
Repetitive tasks are down to zero
Manually updating spreadsheets, sending the same email multiple times, or switching between tools can all be handled by digital labor tools. For example, a customer relationship management (CRM) tool helps you automate these repeatable tasks so you and your team can focus on more strategic and creative work. And because everything runs on a trained process, you reduce missed steps and errors. This helps you get back hours every week.
Hyper-personalized customer service 24/7
Your customers expect quick responses no matter when they reach out. Digital labor helps you deliver better service around the clock, trained by your team to handle questions even while you’re sleeping. With the right customer service training, an AI agent can respond instantly to common customer questions and resolve issues faster while keeping the experience personal. In fact, according to the State of the AI Connected Customer report, 73% of customers said they felt treated like unique individuals.
Decisions are now backed by trusted data
Instead of sorting through spreadsheets or digging through disconnected data sets, digital labor solutions bring your data together so you can make sense of it in real time. It can analyze customer behavior and service interactions, then surface the insights that matter most. You get clear, timely recommendations that help you make decisions with confidence.
Operations are scaled with AI
You can grow quickly with AI built right into your digital labor tools — specifically your CRM. Digital labor helps you handle more volume without increasing your bandwidth. You can serve more customers with AI, and without stretching your existing resources thin. It’s a smarter way to scale sustainably — the tools are here, you just need to learn how to use them.
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Common myths (and truths) about AI
Even with all the benefits, some myths are still holding startups and SMBs back. Let’s clear them up.
Myth 1: AI and automation will replace my employees
Truth: AI isn’t here to take jobs. It’s here to take tasks. It helps your team spend less time on manual work (like data entry or repetitive customer questions) and more time building relationships and solving problems. Think of it as a backup, not a replacement.
Myth 2: Only big companies can afford or use AI
Truth: Not anymore. Tools powered by AI and automation are now built right into small business platforms like your CRM or online store. You don’t need custom software or a tech team to use them. In fact, 88% of growing SMBs are increasing their tech investments, and AI is now a key factor in choosing new tools.
Myth 3: AI is too complicated to set up or manage
Truth: Yes, some AI can be complex. But that’s not the case for most small business tools today. They’re designed to be simple, with user-friendly interfaces and out-of-the-box features. And if you’re using an integrated platform, the AI works with the data you already have. It’s getting smarter so you don’t have to work harder.
What does digital labor actually look like in action?
Digital labor shows up in ways your team and customers can feel every day. Here’s how that plays out across different areas of your business.
Sales: AI agents support sales by engaging with leads at all times of day. They answer questions, handle objections, and even book meetings. They can also support your sales team with coaching tools to help refine messaging and boost performance.
Marketing: AI agents can speed up campaign creation from brief to launch. They can write content and choose the target audience. Plus, it suggests ways to improve performance by looking at real-time results.
Commerce: AI agents can help shoppers find what they’re looking for. They guide people through product searches and make online shopping feel more personal. It can even offer tailored recommendations right on your website.
Service: AI agents for service can respond to customer questions through chat, email, or messaging apps around the clock. They give fast, accurate answers by pulling information from your business data.
Team Collaboration: Digital labor, when integrated with platforms like Slack and your CRM, brings teams together. AI agents can automate routine communication, provide instant access to customer data within team channels, and streamline workflows.
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Three key elements of digital labor to remember
Digital labor runs on three key elements that work together to take the load off your teams. Let’s break down how it all comes together.
1. AI (The mind)
The AI is the mind, it’s what gives digital labor its intelligence. AI helps systems understand text, recognize patterns, summarize information, and even make decisions. It’s how digital labor knows what action to take when a customer asks a question or when a lead comes in.
2. Automation (The body)
Automation handles the “doing” part. It follows defined steps to complete tasks. This could mean logging a customer call or creating a case in your system. Once the rules are set, automation gets to work fast and consistently.
3. Connected data (The soul)
Data is what helps AI and automation do their job well. When your tools have access to up-to-date customer and business information — from sales to marketing to service — they can act with context. (Soul may be a little woo-woo, but you get it.)
This kind of digital labor is powered by what’s known as “agentic AI” — AI that doesn’t just follow instructions, but can reason, make decisions, and act on its own. In Salesforce, this comes to life with Agentforce. It connects your business data with advanced AI automation, creating a team of AI agents that act like digital workers.
Getting started with digital labor the easy way
You don’t need to overhaul your entire business or invest in a bunch of new tools to start using digital labor. Here’s how you can ease into digital labor without feeling overwhelmed:
1. Start with one task that eats up the most of your time
Think about your business day. What’s one thing you or your team spends too much time doing? Maybe it’s answering basic repetitive customer questions or logging sales activity. Pick one repetitive task and make that your starting point.
2. Look for tools that are built for scaling teams
If you’re looking for an easy way to start with digital labor, your CRM is one of the best places to begin. That’s because it already holds your customer data — who they are, what they need, and how they’ve interacted with you. With AI built in, your CRM can now help you do more with that data.
Salesforce AI CRM is designed to make this easy for you. It’s easy to set up and simple to use. It’s designed to grow with your business. Everything you need — sales, marketing, commerce, service, and productivity tools — is in one place, so your data stays connected. And with built-in AI, you can start using smart features from day one. No extra setup or tech skills needed.
3. Focus on what matters most to your business
You don’t need to automate everything. The point of digital labor is to help you run your business more smoothly, not add another layer of complexity. Ask yourself:
If the answer is yes to any of those, it’s worth exploring.
4. Test, learn, and build confidence
You might want to have it all figured out before you take the first step. But digital labor isn’t a one-time project. It’s okay to experiment. Many tools offer free trials or starter features so you can try them out before committing. You have to start small, see what works, tweak what doesn’t, and build from there. Over time, those small steps add up to major gains in productivity and customer experience. As you get comfortable, you’ll start spotting more areas where digital labor can help.
Resources to help you get started
Want to learn more about digital labor? These free resources can help you take the next step:
Digital labor for small business means big wins
Did we calm your fears around the term “digital labor”? It’s here and it’s not something to worry about. These tools are here to help you do more with less, so your team can focus on the work that really drives your business forward. And the best part? They’re built to fit how you already work, not change everything you do.
So why not start strong? Begin your journey with the Starter Suite today. Looking for more customization? Explore Pro Suite. Already a Salesforce customer? Activate Foundations and try out Agentforce today.
AI supported the writers and editors of this article.
Frequently Asked Questions (FAQs)
Yes, digital labor can often work with the tools you already use. Many AI and automation solutions are designed to integrate easily with your existing systems so you don’t have to start from scratch.
Getting started with digital labor doesn’t have to be expensive. Tools like the Starter Suite offer built-in AI and automation at a flexible pricing made for small businesses. You can start small, see value fast, and scale as your business grows.
Choose trusted AI tools that follow strong data security standards. Look for features like encryption, user access controls, and compliance with privacy laws. Always review how your data is stored and used before getting started.
You can start small by automating a simple task like sending follow-up emails or logging customer queries. Try free trials or built-in features in tools you already use. This helps you see the value of digital labor without a big upfront commitment.
Track how much faster tasks get done and how often customers get quick answers. You can also look at how smoothly your team works day-to-day. If things feel more efficient and more consistent, that’s digital labor making a difference.
