Automation and Self Service Market Trends in Latin America

The Race to Cut Costs Without Sacrificing Service Quality

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This market insight presents an analysis of the current initiatives involving automation and self-service tools adoption in the Latin American contact center market, as well as a few successful business cases. It also provides a general view of how companies in the region are facing the new reality of integrating artificial intelligence (AI) and natural language processing (NLP); an overview of consumer behavior and its impact on interactions with companies; market drivers and restraints, trends, and analysis; growth opportunities; and key takeaways. Specific initiatives taken by start-ups driving key innovations for NLP applications and detailed insight into the self-service customer experience and process automation are also presented.

Table of Contents

Automation and Self Service Market Trends in Latin AmericaExecutive SummaryKey FindingsMarket Overview and DefinitionsDefinitionsDefinitions (continued)IntroductionIntroduction—Self-service Customer ExperienceIntroduction—Self-service Customer Experience (continued)Introduction—Process AutomationIntroduction—Process Automation (continued)Drivers and RestraintsMarket DriversDrivers ExplainedDrivers Explained (continued)Drivers Explained (continued)Drivers Explained (continued)Market RestraintsRestraints ExplainedRestraints Explained (continued)Market Trends and AnalysisLatin American Market TrendsLatin American Market Trends (continued)Latin American Market Trends (continued)Latin American Market Trends (continued)Latin American Market Trends (continued)ROBOTICS—NLP as a Tool in More Natural Human-Machine Interaction for OperatorsStart-ups Driving Key Innovations for NLP ApplicationsSelected Business CasesBusiness Case—It’s now (Brazil)Business Case—BotMaker (Argentina)Business Case—BotMaker & El Noble (Argentina)Business Case—Verint Robotic Process Automation™ (US) Business Cases—Verint RPA & Process Assistant (US)The Last WordGrowth OpportunitiesKey TakeawaysLegal DisclaimerThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition: Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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