GenAI Plays Growing Role in Brazilian Business

Companies integrate GenAI agents and assistants into operations for automation, business intelligence, customer service, ISG Provider Lens^® report says

SÃO PAULO--(BUSINESS WIRE)--Enterprises in Brazil are moving from pilot projects to production use of generative AI (GenAI) to achieve productivity gains with measurable returns on investment, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.

The 2025 ISG Provider Lens^® Generative AI Services report for Brazil finds that organizations are strategically deploying GenAI tools to automate processes, enhance decision-making and streamline software development. After an initial phase of experimentation, large and midsize enterprises are working with service providers to carefully implement GenAI assistants and agents while becoming more aware of the need for rigorous governance, reliability and user adoption.

“Brazilian enterprises have matured rapidly in their use of GenAI,” said Steve Hall, chief AI officer, ISG. “They are beginning to see tangible benefits, including the ability to transform operations to generate new business and improve customer experience.”

Automating document processing and managing unstructured data are growing use cases for GenAI in Brazil, the report says. Organizations are using GenAI to generate price quotes, review contract compliance and create interactive digital manuals for vehicles. A growing number of companies are using generative business intelligence (GenBI) to help employees explore data. These interactive platforms, sometimes called “talk to your data” tools, integrate natural-language interfaces with SQL and Python back ends, letting employees analyze structured data conversationally and make faster, better-informed decisions.

In IT and software development, Brazilian enterprises are applying GenAI to accelerate modernization and reduce manual workloads, ISG says. Software Development Life Cycle (SDLC) tools powered by GenAI are helping teams develop and update applications more quickly and efficiently. This approach improves competitiveness by shortening project delivery times and reducing costs.

Customer service is another key area of adoption, the report says. Brazilian organizations are implementing GenAI chatbots both externally for client engagement and internally for HR and employee support. These chatbots continue to mature, adding capabilities such as summarizing technical manuals for industrial facility teams.

Brazilian organizations in closely governed environments are building GenAI agents, using proprietary platforms from providers to accelerate their development, ISG says. Many of these platforms can orchestrate multiple agents and mitigate the risks of toxic content, bias and data leakage.

“Successful organizations in Brazil are increasing productivity by empowering people with GenAI rather than replacing them,” said Marcio Tabach, lead author of the report. “We expect to see significantly more GenAI agents in production next year.”

The report also explores other GenAI trends in Brazil, including the use of small language models for complex, specialized applications and the growing focus on AI ethics and transparency to comply with upcoming national regulations.

For more insights into the AI-related challenges facing enterprises in Brazil, plus ISG’s advice for overcoming them, see the ISG Provider Lens^® Focal Points briefing here.

The 2025 ISG Provider Lens^® Generative AI Services report for Brazil evaluates the capabilities of 43 providers across four quadrants: Strategy and Consulting Services — Large, Strategy and Consulting Services — Midsize, Development and Deployment Services — Large and Development and Deployment Services — Midsize.

The report names A3Data, Accenture, AI/R, BRQ, Dedalus, IBM, Logicalis, MadeinWeb, Peers, Stefanini, TIVIT, Valcann and Xertica.ai as Leaders in two quadrants each. It names CI&T, Deal, Deloitte, Falconi, NTT DATA and T-Systems as Leaders in one quadrant each.

In addition, Ília is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in two quadrants. Skopia and T-Systems are named as Rising Stars in one quadrant each.

Customized versions of the report are available from A3Data, BRQ, Falconi, Ília, MadeinWeb, Peers and TIVIT.

In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2025 among GenAI service providers. HCLTech earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, which is part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.

The 2025 ISG Provider Lens^® Generative AI Services report for Brazil is available to subscribers or for one-time purchase on this webpage.

About ISG Provider Lens^® Research

The ISG Provider Lens^® Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Mexico, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

About ISG

ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.