This study investigates how small and medium-sized enterprises (SMEs) use artificial intelligence (AI) to enhance customer service, with a particular focuson the Swiss startup Fiberweb. The research adopted a qualitative approachthrough semi-structured interviews with the company s founders, managers, and clients. The results indicate that AI can generate significant improvements inefficiency, availability, and scalability of customer service, although there aretechnical and cultural challenges in its implementation. It is concluded that the conscious and well-planned use of AI can not only reduce costs but also elevate the customer experience to new levels.