Latin American companies are increasingly immersed in digital transformation, adopting artificial intelligence (AI) to boost their operations and improve the customer experience. According to an IBM study, the adoption of AI in the region has seen accelerated growth of 67% in the last two years, positioning Latin America as a hotbed of technological innovation.
The study, which consulted more than 8,000 IT professionals globally, highlights that interest in AI is not limited only to automation and operational efficiency, but also extends to experimentation with generative AI and collaboration between IT and business teams. Tonny Martins, general manager of IBM Latin America, highlights the need for greater education and planning around these technologies.
Among the most benefited sectors are customer service, with a focus on intelligent virtual assistants; optimizing IT processes; and marketing and sales strategies. A notable example is AFP Capital in Chile, which, using a chatbot based on IBM Watsonx, has significantly improved customer response times. Aeroméxico and Oi Soluções in Brazil also join the list of companies that are redefining their industries through the use of AI.
Despite these advances, the report points out important challenges, such as the need to develop specific AI skills within companies and ethically address the handling of personal data. The latter is crucial, as transparent and ethical data management could be a key differentiator for companies in the market.
The growing integration of artificial intelligence in Latin American companies has also driven a new wave of startups and technological ventures in the region. These new businesses are exploring the potential of AI to create innovative solutions that address everything from social and environmental problems to business efficiencies. The favorable environment for digital innovation in Latin America, supported by government policies and foreign investment, is facilitating a vibrant ecosystem where cutting-edge technology can thrive. This panorama promises not only to transform local industries, but also to place Latin America on the global map as a center of technological innovation.
On the other hand, collaboration between the public and private sectors is emerging as a key factor in overcoming the challenges associated with AI adoption. Joint initiatives are focused on creating regulatory frameworks that promote the ethical use of AI, while promoting education and skills development in emerging technologies. These alliances are essential to build a solid foundation that supports the sustainable growth of AI in the region, ensuring that the benefits of digital transformation are accessible to a greater part of the population and contribute significantly to the socioeconomic development of Latin America.
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