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Automation and Self Service Market Trends in Latin America

Automation and Self Service Market Trends in Latin America

This market insight presents an analysis of the current initiatives involving automation and self-service tools adoption in the Latin American contact center market, as well as a few successful business cases. It also provides a general view of how companies in the region are facing the new reality of integrating artificial intelligence (AI) and natural language processing (NLP); an overview of consumer behavior and its impact on interactions with companies; market drivers and restraints, trends, and analysis; growth opportunities; and key takeaways. Specific initiatives taken by start-ups driving key innovations for NLP applications and detailed insight into the self-service customer experience and process automation are also presented.


  • Executive Summary
    • Key Findings
  • Market Overview and Definitions
    • Definitions
    • Introduction
    • Introduction-Self-service Customer Experience
    • Introduction-Process Automation
  • Drivers and Restraints
    • Market Drivers
    • Drivers Explained
    • Market Restraints
    • Restraints Explained
  • Market Trends and Analysis
    • Latin American Market Trends
    • ROBOTICS-NLP as a Tool in More Natural Human-Machine Interaction for Operators
    • Start-ups Driving Key Innovations for NLP Applications
  • Selected Business Cases
    • Business Case-It's now (Brazil)
    • Business Case-BotMaker (Argentina)
    • Business Case-BotMaker & El Noble (Argentina)
    • Business Case-Verint Robotic Process Automation⃜ (US)
    • Business Cases-Verint RPA & Process Assistant (US)
  • The Last Word
    • Growth Opportunities
    • Key Takeaways

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