Top 10 AI Tools Every Customer Service Professional in Peru Should Know in 2025

Peru's customer service teams are at a crossroads in 2025: rising demand and tighter budgets make faster, more personalized support essential, and global studies show AI is the practical lever to get there.

Coherent Solutions' 2025 analysis highlights how accessible custom models and clear goals drive ROI, while industry reporting on Customer service trends 2025 report notes that roughly 80% of service organizations will use generative AI to boost agent productivity - if they balance automation with trust and the human touch.

Local teams can start small with summarization, routing and Spanish‑aware copilots: research and Nucamp guidance on Peru customer sentiment study on human agents shows customers still value human empathy, so the smartest deployments free agents to solve complex, emotion‑driven cases while bots handle routine work.

Bootcamp	Length	Early bird cost	Links
AI Essentials for Work	15 Weeks	$3,582	AI Essentials for Work syllabus · Register for AI Essentials for Work

“a fundamental shift in how businesses enhance customer experience” as AI becomes “the backbone of scalable, efficient and hyper-personalized CX strategies.” - Dominik Olejko

Methodology: selection started with practical criteria tied to Peru's channel mix and budgets - prioritise WhatsApp/SMS readiness, strong Spanish or multilingual support, low‑code/no‑code setup for SMBs, clear pricing, CRM/e‑commerce integrations and enterprise governance where needed; sources like Glorywebs' Message AI guide underscore why mobile messaging matters (98% SMS and 90% WhatsApp open rates) and DevOpsSchool's Top 10 roundup helped map feature tradeoffs across providers, while vendor writeups such as Kommunicate's show why native integrations and document‑to‑bot training matter for real workflows.

Each candidate was scored on: omnichannel coverage (web, WhatsApp, social), NLP and intent accuracy, ease of deployment (no‑code builders or templates), multilingual/sentiment features, security/compliance and predictable costs; pilot readiness - free tiers, quick demos and clear escalation to humans - was a tiebreaker so Peruvian teams can run safe, fast experiments that free agents to handle the human, high‑emotion cases while bots take routine volume.

Criterion	Why it matters for Peru
Channel & Messaging (WhatsApp/SMS)	High open rates and customer preference drive faster resolution and engagement (Glorywebs guide to Message AI and mobile messaging open rates).
No‑code / Ease of setup	SMBs need rapid pilots and low engineering lift; many tools offer visual builders and templates (DevOpsSchool Top 10 AI customer support chatbots comparison and features).
Integrations & e‑commerce	Shopify/CRM hooks matter for order lookups and contextual replies - document training and native connectors speed accuracy (Kommunicate blog: AI tools for customer support teams and integrations).
Multilingual & sentiment	Spanish register and sentiment detection preserve trust and prioritise urgent cases.
Security & governance	Compliance-ready platforms needed for finance/health workflows and enterprise scale.

Yuma AI is built as an e‑commerce‑first helpdesk layer that promises quick wins for Peruvian Shopify merchants and BPO teams: one‑click installs and a “get running in 5 minutes” setup let stores pull live order, inventory and CRM data into AI Agents that draft replies, refund or reship orders, and resolve common WISMO, returns and billing tickets so agents focus on high‑emotion cases; multilingual support, native connectors for Shopify, Gorgias, Zendesk and Kustomer, and social/chat coverage make it a practical fit for Peru's WhatsApp‑heavy channel mix (see Yuma's integrations for details).

Its pricing model is unusually aligned to outcomes - a performance‑based approach that only charges for tickets fully resolved by the AI and includes a free trial - which can make pilots predictable for tight Peruvian budgets (details on the Yuma pricing page).

Case studies show automation rates commonly above 40–60%, so the “so what” is concrete: shrink repetitive load, cut response time, and reinvest minutes into human empathy where it matters most.

Monthly Resolutions	Price (USD)
500 resolutions	$350
1,000 resolutions	$650
1,500 resolutions	$900

“This isn't about increasing profits but aligning our business model with our mission: Creating a future where AI seamlessly handles all customer interactions. This change reflects our confidence in Yuma's superior automation capabilities and reinforces our position as the most advanced AI agent in e-commerce.” - Guillaume Luccisano, Founder & CEO

Zendesk's Ultimate AI offering pairs omnichannel AI agents with an Agent Copilot that's built for real‑world e‑commerce and BPO workflows - exactly the blend Peruvian teams need when WhatsApp, web chat and Shopify orders collide.

With the Copilot add‑on and Agent Workspace enabled, teams get suggested first replies, ticket summaries, intent/language/sentiment predictions, and macro recommendations to speed first response and keep tone consistent; intelligent triage routes Spanish‑language or high‑emotion tickets to the right squad, while conversation bots provide 24/7 deflection for routine asks (Zendesk AI and Copilot getting started guide for support teams).

Where Zendesk stands out for merchants: auto assist procedures can surface order data and even execute Shopify actions - look up an order, show tracking, cancel an item and trigger a refund - without leaving the Agent Workspace, turning a multi‑step refund into a single approved action (Canceling and refunding a Shopify order with Zendesk auto‑assist workflow).

So what? For a lean Peruvian support team this means fewer repetitive tickets, faster routing of urgent WhatsApp threads to human agents, and more time to deliver the empathy that customers still demand.

Intercom's Fin packages are built around a conversational, pay‑per‑resolution model that can appeal to Peruvian teams juggling tight budgets and a WhatsApp‑first customer base: Fin charges roughly $0.99 per resolved conversation and can be paired with seat plans that start in the ~$39–$139/seat range, while an Agent Copilot add‑on (for suggested replies) is offered per seat; the result is a predictable, outcome‑focused bill where you pay when a customer actually leaves satisfied rather than for every idle minute of agent time (Fin AI agent resolutions documentation, Intercom Fin pricing review by GPTBots).

Fin's strengths for Peru include multilingual support and real‑time translation (45+ languages), strong knowledge retrieval and handoff rules, and templates for order tracking and refunds - vendors even let teams set hard usage limits so pilots won't blow budgets.

Item	Example
Price per resolved conversation	$0.99 (pay‑per‑resolution)
Included monthly resolutions	50 included (then billed per resolution)
Seat plans (examples)	Essential ~$39 / Advanced ~$99 / Expert ~$139 per seat‑month
Agent Copilot	~$35 per seat/month (suggested replies & context)

The practical takeaway: for a Lima SME or BPO team, Fin can turn routine order‑status and FAQ volume into metered, measurable outcomes, freeing agents to handle the high‑emotion cases where human empathy still matters.

Freshdesk's Freddy stacks two complementary AI layers - customer‑facing Self‑Service/AI Agents plus an agent‑facing Copilot and Insights suite - into a single, mature helpdesk that fits Peruvian needs: real‑time translation across 60+ languages, sentiment tagging to surface high‑emotion WhatsApp threads, and no‑code agent tools to speed pilots and protect data with Freddy AI Trust (PII detection, traceability and prompt‑shielding).

For Lima SMEs or BPO squads this means bots can handle routine WISMO and refunds while the Copilot drafts on‑brand replies, generates quick summaries and suggests articles so teams can shave more than half the time off long threads - Freshdesk reports 67% improved response quality, 60% higher agent productivity and 56% time savings from summarization assistance.

Explore Freddy's ticketing features and admin setup for packs and licenses in the Freshdesk overview or see Freddy AI Copilot in action to judge fit for a Spanish‑first support roadmap.

Metric	Reported value
Improved response quality	67%
Improved agent productivity	60%
Time saved with summarization	56%

“We use Freddy to rephrase our conversations all the time. Freddy AI Copilot has been super-helpful and makes us so much better at enhancing our normal, everyday interactions. We even updated a few of our traditional standard replies due to suggestions from Freddy.” - Angela Thomas, Director of Customer Care

Gorgias is the helpdesk that actually sits inside a Shopify workflow - perfect for Peruvian merchants and BPO teams who need to resolve orders fast without hunting through tabs: agents can view order history, edit shipping addresses, create or duplicate draft orders, apply discounts and issue refunds all from the ticket sidebar, turning what used to be a multi‑step ordeal into a single in‑ticket action (Gorgias Shopify Actions documentation); pair that with the ecommerce‑trained Gorgias AI Agent for ecommerce support and routine tracking, returns and simple edits can be automated at scale (Gorgias advertises 60%+ automation potential), freeing agents to handle the emotion‑heavy cases Peruvian customers still prefer handled by humans.

Practical pluses for local teams: macros that pull live Shopify variables for truly personalized replies, self‑serve order lookups to cut live chat load, and revenue reporting that shows support converting into sales - so the “so what” is clear: faster resolutions, fewer repetitive tickets, and more time to deliver empathy when it counts.

Capability	Example metric / impact
AI Agent automation	60%+ of support automated (Gorgias AI Agent)
Chat self‑service (order management)	Up to 30% fewer live chat inquiries
Shopify in‑ticket actions	Create/duplicate/edit/refund orders without leaving ticket

“Monday used to be the hectic day. We were flooded with the influx of inquiries and we needed to keep up with everything. With Gorgias Automate, shoppers get their answers solved, even outside of business hours.” - Addison Debter, Head of Customer Service at Kirby Allison

Salesforce Service Cloud's Agentforce is the enterprise answer for Peruvian teams that need powerful automation without sacrificing control: start by treating data governance as the project itself, clean and classify records, then map Agentforce agents to clear roles so each bot is “a new identity” with scoped permissions and audit trails.

Built‑in features like Attribute‑Based Access Control, Data Cloud grounding, and the Einstein Trust Layer help mask PII, enforce topic boundaries, and ensure zero‑retention of prompts where required, making Agentforce a strong fit for finance, health and regulated workflows common in Lima‑based BPOs and larger retailers.

Practical controls - sandbox testing, the Plan Tracer for prompt behavior, human escalation gates and detailed execution logs - mean pilots can be small and safe, while Flow and ABAC let admins prevent agents from taking risky actions.

For teams that must balance WhatsApp volume with strict compliance, Salesforce's admin guidance on governance and the security best practices summary are essential reading to design a repeatable, monitored rollout (Salesforce Agentforce governance guide, Agentforce security best practices from Reco.ai), and industry coverage of trust features explains why these guardrails matter for real deployments (Salesforce trust and governance for AI agents).

Readiness Item	Why it matters for Peru
Access Control (RBAC/ABAC)	Limits agent actions by role, geography and compliance flags
Prompt & Template Review	Prevents accidental data leaks and policy violations
Logging & Monitoring	Enables audits, incident response and regulatory reporting
Sandbox Testing	Validates agent behavior on realistic, masked data before production
Human Escalation Paths	Guaranteed fallback for low‑confidence or sensitive cases

“The promise of AI for the enterprise is immense, but realizing it requires a foundation of trusted data and secure development.” - Rahul Auradkar, EVP & GM, Data Cloud

Ada is a no‑code conversational automation platform that fits Peru's Spanish‑first, WhatsApp‑heavy support mix by making multilingual conversations feel “VIP” - the bot can auto‑detect language, run English Answers through Google Translate, or let teams upload custom Spanish translations for brand voice and local idioms (Ada's multilingual guide explains how to set starting language and when to add manual translations: Ada multilingual guide - support multiple languages in the same bot).

For Lima SMEs and BPOs with small engineering teams, Ada's drag‑and‑drop Playbooks and visual flow builder let non‑technical staff design routing and refunds while integrations with Zendesk and Salesforce preserve context for smooth human handoffs; reviewers note enterprise features like SOC‑2/HIPAA compliance and a reasoning engine that can power large‑scale automation (Ada reviewers report automation claims up to ~83% in some deployments - see a 2025 review for details: 2025 Ada reviews and automation claims).

The practical “so what” for Peruvian teams: set only the languages your agents can handle, use custom translations for local slang or product names, and leverage Ada to deflect routine WISMO and billing threads so human agents spend time on the emotionally charged cases that keep customers loyal.

Capability	Why it matters for Peru
No‑code Playbooks & flow builder	Enables rapid pilots by ops teams without heavy developer resources
Multilingual + auto/custom translation	Serve Spanish first, add custom translations for local idioms; auto‑translate when needed
Integrations (Zendesk, Salesforce)	Preserve context for agent handoffs and regulated workflows
Enterprise compliance & analytics	Required for finance/health BPOs and audited operations

“Ada's implementation and maintenance was quite a heavy lift; complex intents required technical knowledge.”

Kustomer shines for Peru's WhatsApp‑heavy support ops by turning every customer interaction into a single, CRM‑centric timeline so agents stop hunting through tabs and start solving problems with context: the omnichannel timeline shows emails, chats, orders and appointments in one chronological view and lets agents reply inline, pin a high‑emotion WhatsApp thread to the top, or keep key items expanded until resolved (Kustomer omnichannel timeline documentation).

Custom objects (KObjects) bring order history, CSAT surveys and delivery events into the same view so a refund or delivery exception becomes a one‑click action rather than a multi‑tab investigation; App Directory integrations and webhooks let Peruvian merchants surface local e‑commerce data directly in the timeline (Kustomer timelines and KObjects documentation).

For Lima SMEs and BPOs that need tight handoffs, built‑in task creation, routing and merge/split controls make it simple to assign follow‑ups, protect data for GDPR‑style requests, and keep a customer's story readable - imagine the whole customer relationship laid out like a single, scrollable dossier with the urgent items clearly pinned until they're done (Kustomer + Yuma integration installation guide).

Tidio's Lyro AI is a pragmatic, budget‑friendly pick for Peruvian SMBs that need fast, WhatsApp‑ready automation without a heavy dev lift: one‑click activation, multilingual support (Lyro works in a dozen languages including Spanish), and deep Shopify/CRM hooks mean order lookups, refunds and cart previews can be handled inside chat while agents focus on emotional or escalated cases.

Lyro's industry figures are concrete - Tidio advertises ~67% automation of routine conversations, a pay‑as‑you‑grow cost as low as ~$0.50 per AI conversation, and a free trial that includes 50 Lyro chats - so Lima teams can pilot a peak day and see real time savings (Tidio's case study even reports first‑response times dropping by 75% to under 15 seconds).

For step‑by‑step setup and integration notes, see the Lyro AI Agent overview and Tidio's features guide to judge fit for a Spanish‑first support roadmap.

Metric	Value
Typical automation rate	~67% of routine conversations
Free trial	50 Lyro conversations
Example AI conversation price	From ~$0.50 per conversation

“Lyro has been a real game changer for us. Our first response time dropped from 1 minute, which is an industry standard, to less than 15 seconds!” - Olek Potrykus, Head of Customer Experience at Tidio

For Peruvian enterprises and BPOs wrestling with high WhatsApp volume, LivePerson is a messaging‑first Conversational Cloud built to scale: its Connect to Messaging (C2M) feature explicitly lets teams deflect IVR voice calls into WhatsApp/SMS threads, Conversation Builder and Intent Manager power bots that live across web, app and social channels, and KnowledgeAI plus Copilot tools speed accurate replies while Hallucination Detection and a Prompt Library guard trust and compliance; the platform also supports BYO‑LLM and deep CRM hooks for enterprise workflows.

Implementation and advanced analytics (Analytics Studio, Report Center) are geared to large operations, and pricing is quote‑based so Peruvian buyers should ask for a tailored plan on the LivePerson pricing page for enterprises.

For teams that need pure messaging scale and proactive campaigns across WhatsApp and SMS, LivePerson is worth evaluating alongside a careful pilot that measures deflection, AHT and customer sentiment.

Learn more via the LivePerson pricing overview or the LivePerson messaging channels capabilities comparison.

Tier	Target & Key features
Bronze	Small pilots - basic live chat and limited channels
Silver	Midsize teams - automation, basic analytics, more channel integrations
Gold	Enterprise - Generative AI, full automation suite, Analytics Studio, custom integrations

“I really think this changes how consumers are engaging with businesses.” - Robert LoCascio

Choosing and proving AI for Peruvian customer service means matching tech to channels (WhatsApp first), language (Spanish register and custom translations), and budgets - start with low‑risk features like summarization, intelligent routing and sentiment tagging, run a short pilot day, and measure clear KPIs (automation/deflection rate, first‑response time, CSAT and cost per resolved conversation).

Pick tools with no‑code builders, local integrations or Peruvian partners (see a directory of local vendors), and prefer vendors with predictable pilots or outcome pricing so a Lima SME can forecast savings before scaling; vendor guides such as Zendesk's buyer's guide explain how chatbots deliver 24/7 deflection and agent assist, while real pilots show concrete wins (Tidio cut first‑response times by ~75% to under 15 seconds and vendors report automation ranges from ~40–83% across platforms).

Pair any rollout with basic governance - sandbox tests, human escalation paths and prompt QA - and invest a little training up front (Nucamp's AI Essentials for Work covers practical prompt skills and pilot playbooks) so teams convert minutes saved into better human empathy where it matters most.

KPI	Benchmarks from vendors
Automation / deflection	Yuma 40–60% · Gorgias 60%+ · Ada ~83% (reported)
First response time	Tidio case: ~75% faster to under 15 seconds
Response quality / productivity	Freshdesk: 67% improved response quality · 60% higher agent productivity
Cost model to watch	Intercom Fin: ~$0.99 per resolved conversation (pay‑per‑resolution)

“With AI purpose-built for customer service, you can resolve more issues through automation, enhance agent productivity, and provide support with confidence.” - Tom Eggemeier