Brazilian firms boost contact centers with AI innovations: ISG

SÃO PAULO, BRAZIL — Brazilian enterprises are increasingly investing in cutting-edge contact center technologies to improve customer experiences (CX) and maintain a competitive edge.
According to a recent report from research and advisory firm Information Services Group (ISG), this highlights the crucial role of artificial intelligence (AI), automation, and Generative AI (GenAI) in transforming customer interactions.
Adapting to consumer expectations
The report emphasized the growing pressure on businesses to meet rising consumer demands for seamless, personalized interactions across digital platforms.
Wayne Butterfield, partner at ISG Digital Solutions, stated, “Customer satisfaction has never been more important to companies in Brazil, and delivering it has never been more complex.”
To tackle these challenges, Brazilian firms are heavily investing in AI-driven systems that provide quick and customized brand experiences.
Cost efficiency through outsourcing
Confronted with high operational costs, many Brazilian enterprises are outsourcing their contact center functions to specialized CX companies.
This approach not only aids in cost optimization but also grants access to industry best practices aimed at enhancing customer satisfaction.
The ISG report also noted that automation is a primary focus for these businesses, enabling them to streamline operations and allow agents to concentrate on more complex customer issues.
GenAI revolutionizes interactions
GenAI is leading this technological transformation, with Brazilian contact centers at the forefront of its adoption compared to other sectors. The report highlighted that GenAI is being utilized to develop advanced chatbots and virtual assistants capable of handling a wide range of inquiries accurately.
Moreover, GenAI enhances sentiment analysis, allowing chatbots to adjust responses based on customer emotions and intent.
Jan Erik Aase, partner and global leader at ISG Provider Lens Research, emphasized GenAI’s potential: “GenAI still has vast potential that has yet to be tapped. Providers and enterprises will continue to invest in it to improve productivity and customer experience.”
Industry leaders and future prospects
ISG’s report also identified several companies as leaders in the Brazilian contact center landscape. AeC and Atento are recognized as leaders across all four evaluated quadrants: Digital Operations, Intelligent Agent Experience, Intelligent CX (AI & Analytics), and Debt Collection Services.
Other notable leaders include AlmavivA, Concentrix, Foundever, Konecta, NEO, and Teleperformance.
As Brazilian firms continue to innovate within their contact centers, the integration of AI technologies promises a significant transformation in customer service delivery. With ongoing investments in AI and automation, these enterprises are well-positioned to enhance customer satisfaction while effectively managing operational costs.