According to various reports, companies are incorporating this tool into their customer service models.
As we witnessed at the last two major events we attended (Mobile World Congress in Barcelona and Andina Link 2025 in Cartagena), two topics seem to be capturing the attention of the tech ecosystem lately: the application of the Internet of Things (IoT) and the unstoppable rise of Artificial Intelligence (AI).
Regarding the latter, it’s remarkable to see how, in just over a year, there has been a surprising increase in the number of companies and organizations using this technology in their daily operations. To cite just one example, a survey conducted by Lenovo found that in Argentina, 32% of companies “have AI incorporated in pilot projects or specific use cases,” and that “40% are in the early stages of development or implementation.” Furthermore, it notes that 12% of companies that haven’t adopted it yet “plan to start using it within the next 12 months.” The report concludes that “the percentage of IT spending attributed to AI was 12% in 2024 and is expected to reach 22% this year,” with the leading areas of adoption being “Sales and Software Development, followed by Supply Chains, Finance, and Customer Service.” Most surprisingly, these figures are being mirrored—though with varying degrees of impact—around the world.
The findings of this report align with the conclusions presented at various forums during those events, where it became clear that “telecom operators will be able to use AI and IoT not only to monitor and optimize their networks in real time,” but also to “improve service quality, reduce operational costs, and anticipate potential failures before they occur,” not to mention the Customer Service area, where it is now essential to have advanced tools to reduce costs, optimize agent performance, and improve user retention.
In this regard, Meerkat has been working with this technology for some time now to improve our solution, Meerkat Cx, which includes an AI-powered internal chat. This chat is trained to handle technical support queries at the same level as any Level 2 or Level 3 support specialist at an Internet or telecom service provider. This development was carried out by our technical team and enhanced with the latest version of OpenAI’s ChatGPT.
So, if you want to learn more about Meerkat Cx, please don’t hesitate to contact us.