Artificial Intelligence: exponential growth in LatAm

Artificial intelligence will grow exponentially in the next few years in Latin America, according to a study carried out by Avaya and Frost & Sullivan.

By 2021, the use of technologies such as Machine Learning, Deep Learning, intelligent agents, cognitive computing and natural language processing will increase in Latin American companies, according to Juan Manuel Martínez, director of Frost’s Digital Transformation research & Sullivan.

Currently, one-third of companies in Latin America consider it crucial or very important to invest in solutions that include artificial intelligence (AI) in the next three years.

Customer service is one of the areas where there are more opportunities for artificial intelligence application. In this sector, the use of IT has focused on automated interfaces. However, there are other AI applications, such as visual recognition and RPA (Robot Process Automation).

Companies gather vast amounts of information on the habits and activities of their customers at each point of contact they have with them to take full advantage of the potential of AI. The data is of vital importance for the use of this technology since the AI depends on the data infrastructure.

Juan Manuel Gonzalez noted that “We are still far from a completely connected world in which the AI will govern our daily lives through connected homes, self-managed cars, virtual agents and, particularly, intelligent personal assistants who communicate with the rest of things connected. However, that is where we are heading, and the conditions for this to happen faster are already seated. In the world of customer experience (CX), the IA-based tools are undoubtedly raising the standards of quality of care. ”

“Smart virtual assistants can reduce the effort of the consumer when making a query, managing a claim or request and even make a purchase. Automating part of the interactions with customers through conversational interfaces allows agents to be reserved for complex cases that require a dialogue between two people. The chatbot can provide a context for the conversation by taking the initial data of the situation and escalate it to an agent at the time it is necessary, “said Gómez.

At the time of incorporating the AI into its processes, Frost & Sullivan makes three recommendations to improve the customer experience:

  • Search for the ideal mix between artificial intelligence agents and human agents
  • Put omnichannel in the center of your strategy
  • Determine which contacts can be automated efficiently.

“Behavior analysis, guidance, and machine learning offer immense opportunities to address many of the complex situations faced by companies when it comes to providing the authentic experience that customers need. Taking advantage of AI to increase the emotional intelligence of agents in contact centers and generate actionable results can have a very positive impact on all interactions with customers as well as business. Said Galib Karim, vice president for Avaya Americas International.

Regarding the advancement in the incorporation of this technology, 34% of those consulted for the study indicated being in the first steps, while only 12% said that it is completely incorporated. 27% of companies do not have any progress.

It is estimated that by the year 2021, 15% of customer interactions will be fully managed through AI applications, an increase of 400% compared to 2017.