Mexico ranks among the leading Latin American countries in conversational AI adoption, according to a Twilio report

With 36% of businesses using conversational AI solutions, Mexican companies are leading the transition to a digital economy driven by WhatsApp and automation

MEXICO CITY, 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 report key trends, behaviors, and challenges related to the adoption, perceptions, and expectations of conversational AI, and provides significant insight into Latin America and Mexico. The findings show Mexican businesses are not only adopting these tools at record speed, but also integrating them into the heart of its digital ecosystems to remain competitive. Mexico is one of the companies leading the charge on innovation, with 36% of companies having already fully deployed conversational AI solutions for their customer service, exceeding the global average for implementation, which currently stands at 28%.

"The speed of adoption in Mexico demonstrates accelerated digital maturity, but true leadership is measured not only by implementation, but by the ability to orchestrate a data architecture that eliminates friction," José Eduardo Ferreira, Regional Vice President, LATAM Sales. "To maximize return on investment in AI, Mexican brands must evolve from isolated deployments to integrated systems that preserve context in every interaction, ensuring that the transition between digital and human agents is invisible to the customer," he added.

Key insights from the report include:

• 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;

• The opportunity for experience: the report reveals room for improvement in satisfaction; while 84% of Mexican companies trust the quality of their AI, 60% of end users say they are satisfied, which opens a window for improving interaction;

• Speed and resolution: for 74% of Mexican users, speed is the greatest benefit of AI, a technology that already autonomously resolves more than half of service cases;

• Human support as a value: despite the digital boom, 75% of consumers value the option of speaking to a person when the situation requires more complex attention.

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 found 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.