82%
of global support teams have already invested in AI in 2025*
10%
use AI in a mature way in operations*
?
And in Brazil? That's what we're going to find out.
*Intercom Customer Service Transformation Report 2026
What are we going to map
01
Actual maturity vs. perception
How many teams think they use AI — but in practice operate with a flow chatbot? The gap between perception and reality.
02
Build, buy, or native bot?
How are Brazilian companies approaching AI: their own solution, a dedicated tool, or a native helpdesk feature?
03
The barriers that hold back
Cost, complexity, "lack of maturity" — what beliefs are holding teams back from moving forward?
04
The role of customer service in the company
Cost center or strategic area? How does the adoption of AI change the role of customer service in the organization.
05
What comes in the next 12 months
Priorities, budget, and investment intent — where the Brazilian market is headed.
Why participate
What do you get out of this
Full report before launch
Early access to the report with all the data and analyses — before the official release.
Your sector data
See how your vertical compares: maturity, tools, automation rate, and priorities.
Benchmark for your operation
Understand where you stand relative to the market — and use the data to justify investment internally.
Invitation to the in-person launch event
The first details will be revealed firsthand at an in-person dinner in July. More information coming soon.
an initiative: