FEATURE prioritise solutions that work in practice rather than in theory. Conversational AI, especially when deployed through messaging apps, has become a tool for survival and differentiation rather than a speculative investment.
Messaging apps as the natural home of AI
One of the most striking findings in the report is the central role messaging platforms play in AI adoption across Latin America. Globally, conversational AI is most commonly used for simple customer service tasks such as answering product questions, checking order status or routing customers to human agents. In Latin America however consumers interact with AI via messaging apps at three times the global average.
This behaviour reflects deeply ingrained habits. Messaging apps – particularly WhatsApp – are not auxiliary communication channels in Latin America; they are the default interface for daily life. Banking, retail, healthcare, logistics and public services all converge in the same conversational environments where people talk to friends and family.
For businesses, this creates both an opportunity and a responsibility. AI agents must feel natural, www. intelligentcio. com
INTELLIGENT CIO LATAM
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