Dulevic: Use of artificial intelligence in Albania is growing, but remains below the EU average

The use of artificial intelligence in Albania is growing but remains below the European Union average, while its potential in the business sector remains underutilized. Only 12.4 percent of companies use generative artificial intelligence, said software and artificial intelligence expert Said Dulevic, founder and director of the Albanian company Impact Education.

Dulevic stated that, according to data from the relevant institutions, 27.3 percent of individuals in Albania used artificial intelligence in 2025, compared with the European Union average of 32.7 percent.

Regarding the use of artificial intelligence by businesses, he noted that the figure stood at just nine percent last year, while, according to a survey conducted in September this year, that share had risen to 12.4 percent.

“This means that 87.6 percent of businesses do not report using generative artificial intelligence. Businesses in Albania still rely on human staff because the infrastructure is poorly developed. Customer support is still provided by telephone, email, or in meetings. We have not yet reached the stage where a robot can meet our needs, and customers themselves do not always accept this type of communication,” Dulevic told Kosovo Online.

He pointed to the difference between how individuals and companies use artificial intelligence, noting that using it to generate images, search for information, and complete school assignments represents only a small part of its capabilities.

According to him, businesses can integrate artificial intelligence into financial systems, websites, and customer support, as well as use it to create and edit video content and schedule social media posts.

Dulevic added that in his daily work, he has noticed growing interest in artificial intelligence training, automation, and the use of AI for both business and personal purposes.

Speaking about costs, he said that using artificial intelligence can cost small businesses between $400 and $500 per month, which may be more affordable than hiring an employee to perform the same tasks, particularly when training costs are taken into account.

However, he explained that costs can be considerably higher for large companies that receive a large volume of messages every day.

“If we are talking about a business that receives 20,000 messages a day, such as wholesale distribution centers, the monthly cost of using artificial intelligence to respond to every customer can reach between 10,000 and 15,000 euros,” Dulevic said.

He stressed that artificial intelligence systems need to be trained to understand a company's operations and the way its customers communicate, which requires time and additional resources. He added that when a system cannot adequately respond to customer requests or reactions, human staff must still intervene, increasing overall costs.

Dulevic also highlighted the high costs of using artificial intelligence in media production, particularly for generating video content and voices in Albanian, as well as for editing and processing material.