Small businesses in the United Kingdom are reportedly losing an estimated £3.7 billion annually due to missed customer phone calls, according to a recent study. The research highlights that approximately two-thirds of small business owners fail to answer at least one potentially valuable call each day.

The study also revealed that 56 percent of small enterprises have yet to adopt emerging technologies such as artificial intelligence, which could improve customer communication and operational efficiency. It further noted that 75 percent of customers will attempt to contact a company by phone no more than three times before giving up, while over half indicate they would report businesses that do not respond to their inquiries.

Jon James, head of BT Business, emphasized the potential benefits of AI tools to assist small businesses in managing incoming calls. He pointed to the company’s newly introduced AI receptionist service, designed to answer calls, schedule appointments, and address customer questions, as a solution to reduce missed opportunities and improve customer engagement.

The findings underscore a broader challenge for small businesses in staying connected with customers amid increasing competition and shifting communication preferences. Integrating technology like AI-driven receptionists may offer a path to mitigate losses related to unreturned calls and enhance overall customer experience.