Artificial intelligence (AI) agents have emerged as an alternative to modernize customer service and optimize processes in companies. According to a recent survey conducted by Infobip and Opinion Box , their use by consumers is already a reality: the healthcare sector leads this trend, with 39% of users employing agents for tasks such as scheduling appointments and exams.
More advanced than traditional chatbots, AI agents are capable of interpreting requests, making decisions, and executing actions autonomously. This means that, when faced with a request, they can identify the problem, suggest a suitable solution, and even escalate the issue to a human agent when necessary.
“AI agents represent a significant evolution in the relationship between companies and customers. They not only answer questions, but understand the context of the interaction, evaluate possibilities, and deliver the most appropriate solution immediately. This capability makes customer service faster, more accurate, and closer to the expectations of today's consumer,” explains Caio Borges, country manager of the global cloud communications platform Infobip .
According to the Brazilian Artificial Intelligence Strategy (EBIA) , conducted by the Ministry of Science, Technology and Innovation, the adoption of AI is already a national priority, with 73 strategic actions planned to stimulate innovation, training, and the application of the technology in public services and productive sectors. This movement confirms that the use of AI is not just a trend, but an essential part of the country's competitiveness and digital transformation agenda.
From automated customer service to autonomous decision-making.
According to the survey, the retail sector is one of the biggest beneficiaries of AI agents, with Brazil being the second country in the Americas that uses AI the most for shopping, behind only Mexico. In this regard, Mercado Libre has implemented message automation through APIs, connecting tracking systems to channels such as WhatsApp, SMS, RCS, and email.
“AI-powered virtual assistants offer continuous support for inquiries about order status, delivery times, and rescheduling. Omnichannel platforms maintain a history of interactions, allowing for quick transitions between chatbots and human agents. These solutions streamline communication, make processes scalable, and reduce uncertainty, preventing overload in call centers,” says the executive from Infobip, which integrated the services into the marketplace.
Current consumer expectations, such as 24-hour availability, natural interactions, and support across multiple channels, are pressuring companies to invest in technological solutions. A Microsoft survey of Brazilian micro and small businesses showed that 74% of them already use some type of artificial intelligence, with virtual assistants for customer service being the most common application (69%). This demonstrates that the technology is already well-established not only in large corporations but also in smaller businesses seeking efficiency.
“We are seeing a significant shift in consumer behavior. The urgency is no longer just about the speed of delivery; it now has an emotional component, linked to the need to feel informed. This is causing companies to review their investments in logistics operations. Instead of focusing solely on reducing delivery times, many now prioritize maintaining clear and constant communication with the customer. The effect is that the consumer feels more in control, even when deadlines are longer,” explains Borges.
In the financial sector, AI agents are used to prevent fraud, clarify doubts about transactions, and support customer retention strategies. In the telecommunications and digital services sectors, they reduce wait times in call centers and offer support in multiple languages.
According to research by the Inter-American Development Bank (IDB) in partnership with the federal government, 66% of the adult Brazilian population will have used at least one digital public service in 2024, and 77% rated this access as easy. This data reinforces how the digitalization of the relationship between citizens and institutions accelerates the need for automated and intelligent service solutions.
For Infobip, a global omnichannel communications company, the expansion of AI agents is a direct reflection of these transformations. "We're seeing a shift where AI agents are no longer just automation tools, but are becoming strategic partners for companies, capable of predicting needs and proactively offering solutions," concludes Caio.
