AI agents transform customer service in Mexico and Spain

Artificial Intelligence agents are increasingly being integrated into customer service and retail sectors to improve efficiency and response times. In Mexico, experts suggest that AI agents can unify fragmented digital solutions—such as marketing, sales, and inventory—allowing small and medium-sized enterprises to scale more effectively. These agents are noted for their ability to maintain continuity in customer conversations, a feature traditional chatbots often lack.

In Spain, the insurer Línea Directa has implemented a conversational AI agent for its telephone channel, specifically for roadside assistance for car and motorcycle policyholders. The tool currently manages approximately 6,000 tow truck requests per month, accounting for nearly 30% of telephone requests. The company reports that 92% of customers value the service positively, noting that the AI provides 24-hour availability and seamless transitions to human professionals when necessary.