New Twilio report highlights behaviors and challenges involving conversational AI for the Brazilian and Latin American markets

The report, "Inside the Conversational AI Revolution," shows that Latin America leads the world in AI for customer service, with Brazil standing out

SÃO PAULO, January 27, 2026 -Twilio, a customer engagement platform that powers personalized, real-time experiences for today's leading brands, has released the first edition of its "Inside the Conversational AI Revolution " report¹. The document highlights key trends, behaviors, and challenges related to the adoption, perceptions, and expectations of conversational AI, and provides significant insight into Latin America and Brazil.

In its very first edition, the report positions Latin America as a world leader in implementing AI for customer service use cases. 31% of LATAM companies say that they have already completed development and fully deployed conversational AI for customer service, exceeding the global average for implementation, which currently stands at 28%. Furthermore, Brazil stands out in the region, with 44% of local companies stating they have already completed or are in the final stages of full implementation and development of conversational AI for customer service.

"Globally, the top AI use cases for CX are simple queries such as getting product information, checking order status, and communicating with customer service reps via messaging apps, especially WhatsApp," said José Eduardo Ferreira, Regional Vice President, LATAM Sales. "Latin American consumers already interact with AI through messaging apps three times more than the global average, which represents a huge opportunity for Brazilian companies to use this channel to better connect with their customers."

Additional key insights from the report show:

• Latin America has created its own pace of innovation, consolidated by the real impact these solutions have on the customer: Most organizations have already considered switching AI solutions in less than 12 months. There is no attachment to technologies that quickly become obsolete due to the creation of new, more advanced hardware and software.

• Businesses refuse to use a single AI model: 94% of Latin American companies follow a "multi-model" approach, whether due to solution categories, use cases, or a combination aimed at better performance in a hybrid model.

• Challenges persist regarding customer relationships: There is a paradox when discussing the company's perception and the customer's actual experience with AI. Companies believe they offer an effective automated service, but consumers report failures, especially in the continuity of the conversation, particularly in the transition between the automated agent and the human agent. While 92% of organizations in Latin America say their customers are somewhat or very satisfied with their conversational AI, only 61% agree. In Brazil, the disparity is 96% to 66%. Businesses must work to close this gap.

The report's findings are clear: consumers value effective and fast resolutions above all else, and their willingness to engage with AI agents is highly conditional on the AI agent's performance.

Businesses striving to close the AI customer satisfaction gap and deliver reliable, empathetic and personalized customer experiences must focus on: effective problem-solving, not just speed; improved AI agent to human agent handoffs; enhanced security, privacy, and transparency to build customer trust; and adaptable omni-channel solutions with a flexible and composable tech stack that supports multiple AI models. As these businesses prepare to replace their existing solutions in the next 12 months, further investments in interoperability and modularity will play a critical role in strengthening their ability to adapt in the more distant future.

The full report can be viewed here.

Methodology

Twilio interviewed 4,800 global consumers and 457 business leaders (full-time directors or senior positions in B2B and B2C companies) in 12 countries between August 7 and September 4, 2025, with 3 more countries surveyed between October 10 and 17, 2025.

¹Twilio conducted this research using an online survey prepared by Method Research and distributed by RepData. Data was collected from August 7 to September 4, 2025 with an additional 3 countries surveyed October 10 to 17, 2025.