Artificial Intelligence Applied to the Customer Experience in Latin America, 2018

Moving Beyond Chatbots to Provide Seamless Customer Engagement

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Information technology (IT) is something of a misnomer. It has always been about data. We have become experts at generating, collecting, managing, transmitting, and storing data. With the advent of Big Data and its hardware equivalent, the Internet of Things (IoT), this ability to reduce the world to data streams has reached its ultimate expression. It is now possible to literally apply all available data to any problem we want to consider. There is one problem, though: not enough time or people.Ironically, it is limitations in terms of people that has become a barrier to the effective use of data. This is because data is not information. Information is data in context, or more simply, the logical relationships

Research Scope

This growth insight aims to analyze AI when applied to the customer experience. It targets AI applications in customer care as a whole, moving beyond just chatbots and virtual assistants (customer-facing). The regions covered include Brazil, Mexico, Central America and the Caribbean, the Southern Cone, and the Andean region.

The insight presents market definitions, overview, and drivers and restraints. It provides insights regarding growth opportunities, emerging trends, and key takeaways that will affect market participants.

Key Issues Addressed

  • What is AI all about (main elements and definitions)?  
  • What are the greatest opportunities/challenges for its implementation in terms of customer experience?
  • What are the key drivers and restraints for growth in Latin America?
  • Who are the key competitors?
  • What are the main applications of AI beyond virtual assistants and chatbots?
  • Which are the key verticals and how do they apply AI for the customer experience?


Table of Contents

Artificial Intelligence Applied to the Customer Experience in Latin America, 2018Executive SummaryKey FindingsMarket Overview and DefinitionsAI—An IntroductionAI—An Introduction (continued)AI—DefinitionAI—Definition (continued)Market Overview—AI Enhances Machine EfficiencyMarket Overview—Latin AmericaMarket Overview—Latin America (continued)Drivers and RestraintsMarket DriversDrivers ExplainedDrivers Explained (continued)Drivers Explained (continued)Drivers Explained (continued)Market RestraintsRestraints ExplainedRestraints Explained (continued)Latin American Market Trends for AI Applied to the Customer ExperienceThe Millennial Customer Drives AI Adoption in the Contact CenterThe Millennial Customer Drives AI Adoption in the Contact Center (continued)AI Applications for Customer Experience Improvement in the Latin American Contact Center MarketVertical Market Application—AI in Retail: Understanding ConsumersVertical Market Application—AI in Healthcare: Taking Care to New LevelsVertical Market Application—AI in Home Automation: Solution for Multi-device SettingsVertical Market Application—AI in CRM: Seamless Customer EngagementKey Benefits of Employing AI for Customer EngagementUse Cases of AI Applied to the Customer Experience in Latin AmericaIBM AI Initiatives Applied to the Customer Experience Microsoft AI Initiatives Applied to the Customer Experience Aivo Case Study—AI-powered AgentBot in EducationGrowth Opportunities and Companies to ActionGrowth Opportunity 1—ChatbotsGrowth Opportunity 2—Visual RecognitionGrowth Opportunity 3—Virtual AssistantsGrowth Opportunity 4—CybersecurityGrowth Opportunity 5—Robotic Process AutomationStrategic Imperatives for Success and Growth The Last WordThe Last Word—3 Big PredictionsLegal DisclaimerAppendixList of ExhibitsThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition—Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy

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