Story perspectives

Peru's Customer Service to Embrace AI by 2025

9/13/2025

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Summary

Story summary

In 2025, Peru's customer service sector will implement AI, focusing on WhatsApp-first strategies to improve support and reduce wait times.
ChatGPT holds an 84.96% market share, automating about 67% of queries.
The national AI strategy, under Law 31814, prioritizes risk-based regulation and human oversight.
AI tools enable agents to tackle complex tasks while automating routine inquiries.
Effective AI integration relies on training and governance, with 80% of agents noting enhanced work quality.

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Story summary

In 2025, Peru's customer service sector will implement AI, focusing on WhatsApp-first strategies to improve support and reduce wait times.
ChatGPT holds an 84.96% market share, automating about 67% of queries.
The national AI strategy, under Law 31814, prioritizes risk-based regulation and human oversight.
AI tools enable agents to tackle complex tasks while automating routine inquiries.
Effective AI integration relies on training and governance, with 80% of agents noting enhanced work quality.