The Complete Guide to Using AI as a Customer Service Professional in Colombia in 2025

Colombian customer service professionals need this guide because AI has moved from lab talk to national strategy, with a clear roadmap and new policy actions shaping how BPOs and public services use intelligent tools; see the coverage of Colombia’s national AI strategy for context coverage of Colombia’s national AI strategy.

Local call centers are already combining chatbots and AI phone agents to handle routine inquiries so human agents can focus on empathy-rich, complex cases – learn how hybrid chatbot and AI phone agent models in Colombian call centers operate hybrid chatbot and AI phone agent models in Colombian call centers.

For teams ready to build practical skills, Nucamp’s AI Essentials for Work bootcamp offers workplace-focused training to turn strategy into service improvements Nucamp AI Essentials for Work bootcamp – workplace-focused AI training.

AI in Colombia – quick statsValue

Total AI companies36
Total funding$29.1M
Funded companies6 (1 Series A+)

“Artificial intelligence is presented as a fundamental tool that can positively shape the future of our nation. But its development must be guided by solid ethical principles and a strategic vision that guarantees the well-being of all Colombians,” Olaya stated during the event held at the National University (Ministry of Science, Technology, and Innovation).

Why AI now for Colombian customer service teams? Because the numbers and regional market shifts make “now” unavoidable: global CX research shows AI is moving from optional to omnipresent – Zendesk reports that AI is on a trajectory to play a role in 100% of customer interactions and that most CX leaders are already racing to embed generative AI into touchpoints, which directly affects how Colombian teams manage volume, personalization, and 24/7 expectations; see the detailed Zendesk analysis Zendesk 59 AI customer service statistics for 2025.

At the same time Latin America’s retail AI market is scaling rapidly (driven by e‑commerce, personalization, and omnichannel demands): Credence Research estimates the regional AI-in-retail market will grow from USD 497.74M in 2024 to USD 4,023.77M by 2032, with Colombia counted inside the ~24% share for “Colombia & Rest of LATAM,” creating local demand for chatbots, voice AI, and NLP that speak Spanish and regional nuances – details at Credence Research Credence Research Latin America AI in Retail market report.

Put simply: customers want faster, more personalized answers; agents want tools that lift repetitive load; and the market and vendor momentum mean Colombian BPOs and in-house teams who invest in pragmatic AI now will convert that pressure into measurable service wins rather than scrambling to catch up later.

MetricValue (source)

AI role in customer interactionsProjected to play a role in 100% of interactions (Zendesk)
Latin America AI in retail market (2024)USD 497.74M (Credence Research)
Latin America AI in retail market (2032 forecast)USD 4,023.77M; CAGR 29.85% (Credence Research)

What is the national AI strategy and policy landscape in Colombia?

(Up)

Colombia’s national AI landscape has moved from strategy papers to concrete rules and spending commitments: CONPES 4144 (the National Artificial Intelligence Policy) lays out 106 targeted actions and a COP 479 billion (USD 115.9 million) implementation envelope through 2030 to build ethics, data infrastructure, R&D, digital talent, risk mitigation and broad AI adoption across public and private sectors – think of it as a six‑pillar roadmap that forces organisations to plan for transparency and human oversight, not just shiny pilots; full policy details are summarised by Access Partnership Access Partnership summary of Colombia’s National AI Policy (CONPES 4144).

Alongside CONPES, Colombia is advancing risk‑based legislation and regulatory guidance: draft bills and a government proposal would classify systems from prohibited to minimal risk, require impact assessments and registries for high‑risk uses, and make the Ministry of Science the national authority while the Superintendence of Industry and Commerce (SIC) keeps enforcing data‑protection and consumer rules – a useful regulatory snapshot is available in White & Case’s AI tracker White & Case AI Watch regulatory tracker for Colombia.

The upshot for customer service teams is clear: projects must plan for compliance (transparency notices, human‑in‑the‑loop controls, documented risk management) and be ready for enforcement measures that can include fines and temporary suspensions, so building ethical guardrails early is not optional but a practical competitive advantage.

ItemKey fact

National PolicyCONPES 4144 – 106 actions across six pillars
Committed fundingCOP 479 billion (USD 115.9M) through 2030
Lead authoritiesMinistry of Science (national AI authority); MinTIC; SIC (data/consumer enforcement)
Regulatory approachRisk‑based classification (prohibited, high, limited, minimal)
EnforcementFines, suspension/closure of AI activities; documentation and impact assessments required

What is the AI industry outlook for 2025 – a Colombia perspective

(Up)

The 2025 industry outlook for AI in Colombia is a mix of fast‑moving global momentum and a distinctly local policy push that makes action now a competitive necessity: national policy (CONPES 4144) locks in COP 479 billion (≈USD 115.9M) for AI through 2030 and signals serious public‑private opportunity, while global trends – rapid monetization, huge hyperscaler CapEx and a shift toward proprietary models – mean the infrastructure and vendor ecosystem will only grow richer and more costly to ignore (see Colombia market analysis and PwC’s 2025 predictions).

For customer service teams this translates into two practical realities: first, tactical wins matter – deploy retrieval‑augmented generation (RAG) and IVR/AI‑phone answering to cut after‑hours burden and free agents for empathy‑heavy work; second, strategy and governance matter even more – PwC warns that firms that embed AI into strategy now will pull ahead while Responsible AI and a measured portfolio approach (small wins, roofshots, moonshots) determine ROI and risk.

A vivid way to see it: by 2025 AI agents are described as new teammates that can double knowledge work capacity, so the smart Colombian call center will plan pilots that combine local data, clear human‑in‑the‑loop controls, and measurable KPIs to turn policy funding into faster resolutions, fewer escalations, and sustainable service improvements.

MetricValue (source)

Committed AI funding (through 2030)COP 479 billion / ~USD 115.9M (DataCube)
Estimated Colombia GDP uplift from AI1.2–1.5% annually by 2030 (DataCube)
Tech leaders with AI integrated into core strategy49% (PwC)

“Your AI strategy will put you ahead – or make it hard to ever catch up.”

13 Actionable best practices for AI in Colombian customer service

(Up)

To make AI practical in Colombian customer service, adopt a checklist of 13 tightly focused best practices: 1) define clear goals and KPIs before any pilot; 2) map customer journeys and high‑volume intents so automation targets real pain points; 3) use Retrieval‑Augmented Generation (RAG) to ground answers in trusted knowledge; 4) prefer multi‑agent orchestration for complex, multi‑step flows (see multi‑agent platforms like Talkdesk AI agents contact center platform); 5) choose vendors that bake in AI trust, governance and adjustable autonomy; 6) keep humans‑in‑the‑loop for high‑risk or empathic cases; 7) localize language and regional nuance for Spanish and Colombian variants; 8) deploy AI voice/IVR to cut after‑hours load and capture actionable transcripts; 9) use no‑code/visual builders to shrink time‑to‑value (IVA/GenAI studios speed rollout); 10) integrate AI with CRM, ticketing and knowledge systems so agents never lose context; 11) enable real‑time transcription and AI summaries to speed coaching and resolution; 12) run short, measurable pilots, iterate, then scale; and 13) minimize and control data shared with third parties to meet compliance and customer trust expectations.

These steps pull together practical guidance from agentic platforms and integration tools – and they’re already delivering mission‑critical results (for example, the Colombian Security Council built a generative chatbot for emergency analysis) – so teams that follow this checklist will stop “drowning” in routine tickets and instead turn AI into a dependable teammate for the calls that matter most, not a risky experiment (Five9 conversational generative AI agents with built-in trust, Google Cloud generative AI real-world use cases).

FeatureTraditional SoftwareAI Agents

Decision‑MakingFollows fixed, rule‑based logicAdapts dynamically to new inputs
FlexibilityLimited to predefined scenariosLearns and evolves over time
Handling UncertaintyStruggles with unexpected dataAdjusts to new information in real time

“I started with n8n and automation, and it’s been transformative.” – Igor Fediczko @ igordisco

How to start with AI in 2025 – a practical starter checklist for Colombian teams

(Up)

Practical starters for Colombian customer service teams in 2025 begin with governance: draft an internal AI management policy, designate a Responsible for AI, and map each planned system to the Bill’s four risk categories (critical, high, transparency‑obligated, minimal) so compliance requirements – like transparency, human oversight and impact assessments – are clear from day one (see the Baker McKenzie analysis of Colombia AI Bill (28 July 2025) Baker McKenzie analysis of Colombia AI Bill (28 July 2025)).

Next, protect IP and consent (explicit permission is required to use people’s works, voices or images), minimise third‑party data sharing, and align pilots with national priorities and funding windows under CONPES 4144 so projects can tap public support while meeting ethics and data standards (CONPES 4144 national AI policy – Access Partnership).

Run short, measurable pilots that use human‑in‑the‑loop controls, localize language for Colombian Spanish, plan workforce upskilling, and keep meticulous documentation – because enforcement is real (sanctions can include fines up to 3,000 monthly minimum wages and activity suspensions), and a clear paper trail will turn regulatory risk into operational strength.

FactDetail (source)

Bill submission date28 July 2025 (Baker McKenzie)
CONPES 4144 fundingCOP 479 billion through 2030 (Access Partnership)
AI Roadmap timelineStart 2024 – End 2031; Ministry of Science responsible (OECD/STIP)
Enforcement penaltiesFines up to 3,000 monthly minimum wages; suspension/closure up to 24 months (Baker McKenzie / White & Case)

How to run a 60-day AI pilot in Colombia (step-by-step)

(Up)

Run a tight, 60‑day pilot that turns policy and ideas into measurable service wins: begin with an AI‑readiness assessment to map gaps, pick one high‑impact use case (IVR/AI phone answering, RAG for knowledge or post‑call summarization), and lock down 2–3 success metrics (resolution rate, after‑hours deflection, agent hand‑off rate) so everyone knows what “done” looks like – Lean Solutions Group’s Lean AI Readiness Assessment is designed to produce that roadmap and can optionally launch a 60‑day pilot aligned to jointly defined success metrics Lean Solutions Group AI‑Readiness Assessment.

In Colombia, use local data and a small cross‑functional team (agent SME, data owner, compliance rep, vendor lead), wire a minimal CRM/IVR connector, and build a human‑in‑the‑loop sandbox that surfaces grounded answers only from approved knowledge sources; run daily checks and weekly KPI reviews so the pilot adapts quickly.

Lean into rapid integration patterns proven by contact‑center pilots – cloud voice and bot platforms have been stood up in days or weeks in practice – and harvest a vivid signal early (Microsoft cites enterprises that launched customer campaigns or internal copilots in roughly 60 days) to prove momentum and secure budget for scale Microsoft AI use‑cases & rapid pilots, while using Amazon Connect style deployments as a model for fast IVR/voice rollouts Amazon Connect customer examples.

End the 60 days with a clear go/no‑go report: measured impact vs. baseline, risk and compliance log, agent feedback, and a 90‑day scale plan or safe retirement path – that disciplined loop is what converts a short pilot into repeatable, low‑risk AI adoption for Colombian customer service teams.

“We’re taking the guesswork out of AI for our clients,” said Jack Freker, CEO of LSG.

KPIs, dashboards and continuous improvement cadence for Colombian CS teams

(Up)

KPIs and dashboards are the operating rhythm that turns AI experiments into repeatable wins for Colombian customer service teams: start by grouping metrics into experiential (CSAT, NPS), operational (FCR, SLA compliance, average resolution time) and efficiency (AHT, first response time, abandonment, backlog) as outlined in Zendesk’s top KPIs guide, then benchmark performance against industry averages using the Talkdesk 2025 KPI report to find the biggest gaps and quick wins Zendesk Top 10 Customer Experience KPIs Guide, Talkdesk 2025 Contact Center KPI Benchmarking Report.

Build a single pane dashboard (omnichannel) that surfaces realtime flags – Sprinklr’s examples show how AI-driven, predicted CSAT alerts can surface at‑risk interactions before surveys return, letting supervisors coach or re-route cases while there’s still time to recover the customer Sprinklr Customer Service Metrics and AI-Powered Insights.

Run a tight cadence: daily standups to resolve anomalies (spikes in abandonment or a sudden CSAT dip), weekly KPI reviews to tune automations and agent staffing, and monthly deep dives on churn, NPS and loyalty program KPIs tied to business value; close the loop with agent coaching driven by call transcripts and AI summaries so improvements are visible within weeks, not quarters.

This discipline – benchmarks, realtime alerts, short learning loops – turns Colombia’s nearshore responsiveness and growing loyalty markets into measurable CX advantage for teams that track the right metrics and act fast.

CadenceFocus KPIsTools / Purpose

DailyCSAT spikes/dips, First Response Time, AbandonmentRealtime dashboard & alerts (Sprinklr)
WeeklyFCR, AHT, SLA complianceBenchmark vs. Talkdesk averages; staffing adjustments
MonthlyNPS, Churn, Loyalty program KPIsStrategic reviews and roadmap updates

Vendor selection, integrations and platform recommendations for Colombia

(Up)

Vendor selection in Colombia should focus on three practical deal‑makers: bilingual talent and nearshore resilience, platform and integration readiness, and compliance/quality assurances – start by shortlisting proven local partners (NeoWork, ContactPoint360, Callin and others) using a country‑specific roundup like this guide to standout Colombian outsourcing providers Top customer service outsourcing companies in Colombia – NeoWork guide.

Prioritise vendors who embed AI and cloud voice into their stack (IVR, AI phone answering, CRM connectors and RAG‑ready knowledge bases) so automations pass context to live agents rather than creating silos; many Colombian providers already pair agent teams with behind‑the‑scenes AI tools to boost FCR and shrink AHT. Don’t skimp on risk checks: require evidence of data‑security controls and certifications (PCI/HIPAA where relevant), clear SLAs, and a work‑from‑home strategy that preserves uptime across Bogotá, Medellín and Barranquilla.

Finally, factor total cost and strategic value – Colombia often delivers 30–60% savings versus onshore centers while keeping real‑time collaboration in the same time zone – a combination that turns a vendor selection from a checkbox into a measurable CX advantage (see the nearshore benefits and cost analysis in this Colombia call‑center brief Colombia call center brief: nearshore benefits and cost analysis).

Legal, ethical checklist and conclusion: next steps for customer service professionals in Colombia

(Up)

Legal and ethical readiness is now a business imperative for Colombian customer service teams: Congress published Bill of Law No. 422 (05 Jun 2025), which names the Ministry of Science as the national AI authority, introduces regulatory sandboxes, and mandates a risk‑based regime that classifies systems as prohibited, high, limited or low risk – each tier carries specific obligations around transparency, human oversight, impact assessments and documentation (see the Baker McKenzie summary Baker McKenzie summary of the Colombia AI bill).

In parallel, Colombia’s data protection framework (Law 1581, Decree 1377 and SIC guidance) requires clear privacy notices, consent for sensitive data, timely breach reporting and registration in the National Register of Databases, so any CS pilot using customer records must lock down consent, minimize third‑party sharing, and keep an auditable trail – practical data rules and cross‑border transfer limits are usefully summarized by the country data guide DLA Piper Colombia data protection overview.

The enforcement stakes are concrete (fines up to 3,000 monthly minimum wages, suspension or closure of AI activities up to 24 months), so teams should pair short, documented pilots with human‑in‑the‑loop controls, localized privacy notices, and upskilling for agents; for practical, workplace‑focused training that helps translate these obligations into safe deployments, consider Nucamp’s AI Essentials for Work program Nucamp AI Essentials for Work bootcamp to build the prompt‑engineering, governance and documentation skills that keep pilots compliant and scalable.

Item – Key fact
Bill published – Bill No.

422 – 05 Jun 2025 (Baker McKenzie)
National authority – Ministry of Science (oversight & regulation)
Risk categories – Prohibited, High, Limited, Low (risk‑based requirements)
Data protection – Law 1581, Decree 1377; NRDB registration; consent for sensitive data
Enforcement – Fines up to 3,000 monthly minimum wages; suspension/closure up to 24 months
Breach notification – Notify SIC within 15 business days of detecting a breach

Frequently Asked Questions

(Up)