COUNTRY FOCUS : COLUMBIA
• 52 % of customer service areas have fully implemented AI while 27 % of them are experimenting with AI
• 83 % of customer service professionals who use AI say the technology saves them time
• 80 % of customer service professionals who use AI say that the technology helps them reduce costs
The landscape has changed significantly as customer expectations evolve .
According to the report , it is important for companies to evaluate their approach to efficiency , productivity and cost optimization – all without neglecting a seamless and connected experience .
This search will also contribute to customer service areas contributing a greater part of the income this year – in Colombia , 65 % believe that they will have a greater contribution this year .
State of Cybersecurity in Colombia
Findings by a new released study show a strong correlation between the uptake of cybersecurity insurance and compliance with data regulations among Colombian companies – as over half of those companies responding report breaches .
Over half ( 58 %) of Colombian respondents to ManageEngine ’ s recently released State of Cybersecurity in Latin America 2024 report acknowledged that their companies encountered an increase in cybersecurity breaches in 2023 when compared to previous years .
And 68 % of those respondents admitted that employee accidents are the leading reason why most attacks occur – closely followed by external entities at 67 %.
Compared to the regional average of 92 %, Colombia ranked slightly lower in acknowledging the significance of AI in cybersecurity , reflecting a nuanced landscape .
The study ’ s findings reveal a strong correlation between the uptake of cybersecurity insurance and compliance with data regulations among Colombian companies .
Despite the positive impact cybersecurity insurance has had on Colombian businesses , it is noteworthy that 54 % of respondents reported successful claims , which is lower than in other surveyed countries . This suggests that while adoption of this specialty insurance is growing , there may still be room for improvement in terms of understanding and utilizing the benefits it offers .
When examining the requirements for purchasing cybersecurity insurance , it was evident that adherence to data protection regulations is a top priority for Colombian companies , with 73 % citing it as a crucial factor .
This aligns with the broader trend seen in compliance , where a significant majority ( 79 %) of companies claim to be currently compliant with all data protection regulations , with an additional 20 % aiming to achieve full compliance by the end of 2024 . p
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