Artificial Intelligence is an increasingly present reality in people's lives. According to the German consultancy Statista, the global AI market is expected to grow 28% per year and increase by 643 billion dollars in the next six years. Here in Brazil, data released by Google indicates that, from April 2023 to April 2024, 46% of users used some AI feature, 8% above the global average in the same period.
Generative AI, for example, has the potential to directly interfere with the global economy. According to Goldman Sachs, one of the largest financial groups in the world, technology could increase global GDP by US$7 trillion, in addition to increasing productivity by 1,5%, in a period of 10 years. These projections show that Brazil, if it maintains the current pace, will have a growth of more than 350% in the next decade
Studies by Bain & Company, American management consulting firm, they also show that generative AI is among the top priorities for 48% of Brazilian companies. Scenario that, inclusive, led the government to launch the Brazilian Artificial Intelligence Plan (PBIA), with a perspective of 23 billion reais in investments by 2028
In the telecommunications sector, the use of AI is carried out through various fronts, increasing human interactions, improving the customer experience and, consequently, bringing more agility in problem solving. According to Gartner, company specialized in IT research and consulting, until 2026, 95% of companies in the sector will implement data analysis and AI initiatives to enhance customer experience and improve product planning
For Kathia Alves, CEO and founder of VIP Solutions, company specialized in VoIP telephony, this whirlwind of transformations that the telecommunications industry is undergoing encourages companies in the sector to be more efficient and innovative. "This revolution has contributed valuable resources to our market". We are always looking for more competitive advantages and working towards discovering new possibilities in service offerings, affirms
One of these services, according to Kathia, it is the accurate transcription of calls, a resource that helps in customer service and also enables the performance analysis of attendants. Furthermore, the perspective is that, in a not too distant future, it is possible to detect fraud using voice analysis technology, artificial intelligence being an important ally in resolving issues and creating alternatives for a better customer experience
