The AI ​​that can help you be more human with your customers

Bruno Peláez, senior content analyst at Capterra Mexico points out that most customer service tasks cannot be performed in isolation.

“For this reason, when a company implements AI in customer service, it must do so in a way that integrates with human agents, or in other words, that it is a team effort, not a replacement for the worker,” he adds.

Peláez highlights that if applied correctly, this technology can “considerably improve an organization’s customer service.”

According to Macedo, Mexico is a country that presents a great opportunity to implement solutions that integrate the work of humans with AI, particularly in the case of micro, small and medium-sized companies (MSMEs) due to the large size of the market.

These businesses represent 99.8% of the total companies in Mexico and contribute 52% of the country’s GDP, according to the 2019 census of the National Institute of Statistics and Geography; However, only 10% of Mexican MSMEs have adopted AI solutions in their processes, according to BBVA Research in 2024.

In the case of RediRedi, although 50% of its audience is located in Brazil, the company is growing significantly in other Latin American countries, especially in Mexico and Colombia, which already represent 25% of its clients. In just eight months of presence in Mexican territory, it has achieved 20,000 users and plans to reach 60,000 in 2025.

According to Concepto Móvil, a firm that connects companies with mobile users through technological solutions, messaging platforms that integrate customer service through WhatsApp, iMessage, RCS and other mobile communication channels are revolutionizing the customer experience by 2025.

“This turning point will mark a trend next year caused by new customer expectations,” he explains.

Outliers Consulting, an IT solutions company, points out that next year “personalization will be even deeper, thanks to the collection and analysis of customer data. Using behavioral data, purchase history and preferences, companies will be able to offer highly personalized services.”