Artificial intelligence (AI) has gone from being a futuristic promise to a reality that is reshaping multiple industries, and the payments sector is no exception. In this context, Mauricio Macias, a professional with extensive technological experience, has played a relevant role in the incorporation of these technologies in his workplace, offering a vision of how financial and payment services can be transformed.

A Diversified Career Path

With more than 15 years in the technology sector, Mauricio Macias has worked in various areas, starting in software development and moving towards management roles. His interest in the organizational impact of technology led him to specialize in project management and agile methodologies. This approach has positioned him to lead strategic projects at Nutricash, a company with more than three decades in the payment market. At Nutricash, Mauricio has contributed to the development and implementation of technological tools that respond to current market demands. However, beyond his individual contributions, his trajectory reflects the general trends of a sector where digitalization is key to remain competitive.

Artificial Intelligence: More than just a Tool

One of the areas where Mauricio has focused his efforts has been in the integration of artificial intelligence solutions. At Nutricash, AI has been used to analyze consumption patterns and generate personalized recommendations. For example, machine learning algorithms can optimize operating costs by suggesting the most efficient type of fuel for transportation fleets. These types of solutions are representative of how companies are using big data to gain competitive advantage. While these advances have been beneficial, they also raise questions about how to balance technology adoption with the need to ensure the privacy and security of customer data.

Security Innovations: Facial Recognition

Another highlight of Nutricash's work has been the implementation of facial recognition technology. This system seeks to improve transaction security, allowing users to be authenticated more efficiently and reducing the risk of fraud. Although this technology is becoming increasingly common in the financial sector, its adoption still faces challenges related to user trust and data protection.

Automation and Operational Efficiency

Automation has been another focus of the company's technological strategy. Through the use of virtual agents, Nutricash has optimized customer service, enabling quick responses to frequently asked questions and automated completion of administrative tasks. This solution, like other AI implementations, stands out for its ability to free up human resources for more complex tasks, but also highlights the current limits of these technologies and user expectations.

Looking to the Future: Challenges and Opportunities

Mauricio believes that artificial intelligence will continue to play a central role in the evolution of the payments industry, especially in areas such as personalization of services. However, the future is not without its challenges. Companies will need to balance innovation with building trust among users, ensuring that emerging technologies are implemented in an ethical and secure manner. It also emphasizes the importance of collaboration between the technology and financial sectors, an effort that could accelerate the creation of disruptive solutions.

Final Reflection

Mauricio Macias' experience at Nutricash provides an example of how companies are using artificial intelligence to address operational challenges and meet the needs of their customers. More than an individual story, however, his work reflects a broader movement toward digitization in the payments industry. As technology continues to advance, it will be crucial to assess both the benefits and limitations of these tools, ensuring that innovations are not only effective, but also accountable. In this context, artificial intelligence represents a significant opportunity, but its adoption must be part of a broader strategic approach that prioritizes both efficiency and customer trust.  

Artificial intelligence (AI) has ceased to be a futuristic technology to become a fundamental pillar in the digital transformation of companies. To delve deeper into this topic, we spoke with Marcelo Biasoli, Country manager at 123Seguro. Marcelo is a recognized leader using technological innovation that is at the forefront of AI implementation in different sectors. In this interview, Marcelo shares his experiences, challenges and predictions about the impact of AI on business.

AI as a Driver of Business Change

Marcelo tells us how AI has revolutionized companies' internal processes, from automating repetitive tasks to creating smarter and more personalized strategies. “AI not only reduces costs, but allows companies to be more agile and competitive in increasingly saturated markets. It is an engine of change that affects all areas, from human resources to sales and marketing”,  Marcelo explains. According to Marcelo, organizations that do not adopt AI will be at a disadvantage against competitors that use this technology to make more informed decisions and improve the customer experience.

AI Implementation Challenges

Although AI offers myriad advantages, its implementation is not without its challenges. Marcelo points out that many companies face barriers such as lack of technical knowledge, fear of change and ethical concerns. “One of the main challenges is resistance to change within organizations. To overcome this, it is crucial to educate employees and show them how AI can enhance their work, rather than replace them.” In addition, Marcelo emphasizes the importance of having high-quality data. “Without accurate and well-structured data, AI cannot deliver on its promise. Investing in data management strategies is essential.”

Case Studies: AI in Action

During the interview, Marcelo shared concrete examples of companies that have used AI to transform their operations. One of the most impressive cases was that of a retail company that, thanks to AI, managed to optimize its supply chain and reduce delivery times by 25%. “AI enabled this company to predict demand more accurately, avoiding both overstocking and understocking. This not only improved operational efficiency, but also customer satisfaction”,  says Marcelo.

The Future of AI in Business

When asked about the future of AI, Marcelo was optimistic but also cautious. “The future of AI is bright, but we must be responsible in its development and implementation. Regulations and ethical practices will play a key role in ensuring that this technology benefits everyone.” Marcelo also highlighted the potential of generative AI, which is revolutionizing the way companies create content, design products and communicate with customers.

Conclusion: Preparing for the Future

The interview with Marcelo makes it clear that AI is not just a tool, but a strategic enabler for companies that want to remain relevant in a digitalized world. To implement it successfully, however, requires leadership, preparation and a people-centered focus. As Marcelo points out: “AI is not just about technology, but about how people and companies use it to solve problems and create new opportunities.” If your company is considering adopting AI, follow Marcelo's advice: start small, invest in education and prioritize data quality. The future belongs to those who are willing to innovate. NTT Data, providing solutions to optimize customer service processes, invites you to discover our services at https://www.syntphony.com/  

When talking about leaders who have impacted technology in different sectors, Julio Allan emerges as a professional dedicated to innovation and adaptation. With extensive experience in technology and a focus on digital transformation, his work has made its mark in industries such as healthcare, construction and airports. In this article, we explore his journey and how artificial intelligence (AI) plays a key role in his vision.

Getting to know Julio Allan

Julio Allan combines his passion for technology with his personal commitment as a father and sports enthusiast. With two school-aged children, he has learned to balance his family and professional life. His background includes studies in Computer Science, Systems Engineering and an MBA focused on technology. This has allowed him to build a diverse career, leading teams and projects in different sectors.

Julio Allan's career versatility

Julio's career has spanned multiple industries, including healthcare, pharmaceuticals, construction and, most recently, the airport sector. He currently leads the Technology and Information area at Aeropuertos del Peru, an organization that manages 12 regional airports. His role includes ensuring operational efficiency and improving the user experience through technological solutions. Among the projects highlighted by his team are faster pre-boarding systems and the use of connectivity to optimize waiting times. These initiatives seek to improve both internal operations and passenger satisfaction.

Artificial intelligence: A key tool for digital transformation

Julio Allan sees artificial intelligence as a powerful tool for digital transformation. However, he takes a pragmatic approach. According to him, digital transformation goes beyond implementing systems; it also involves changing the culture and processes within organizations. At Aeropuertos del Perú, AI is already underway with initiatives such as the “Alejandría” document management system, which seeks to automate communication with government entities and suppliers. This type of tool not only saves time, but also reduces costs and minimizes human error. In addition, systems have been implemented to optimize the passenger experience. From operational databases that consolidate critical information to automated pre-boarding systems, the goal is to ensure a more efficient and seamless journey.

Challenges in implementing artificial intelligence

One of the main challenges Julio mentions is managing expectations around AI. While many see it as a revolutionary tool, it also raises fears about job losses. To address this, it is critical to educate teams and demonstrate that AI complements, rather than replaces, human labor. Another major challenge is safety. With the increased use of AI-based systems, protecting data becomes a priority. Julio's team is actively working to ensure that information is protected and that the tools are used ethically and efficiently.

Practical tips for adopting generative AI

With his experience, Julio offers three key recommendations for companies looking to implement generative AI:

1. Invest in specialized talent: Having AI experts within the team facilitates the development and implementation of successful projects.
2. Optimize processes with technology: Digitizing and automating processes not only improves efficiency, but also reduces errors and operational costs.
3. Manage expectations and educate: Training teams to use AI tools correctly is crucial to maximize their benefits.

The technological future from the perspective of Julio Allan

Julio Allan's work is a reminder that innovation is not only in the tools, but also in the way they are implemented and adapted to real needs. His vision combines a strategic approach with a deep understanding of the challenges and opportunities that technology brings. With initiatives ranging from digital transformation to artificial intelligence, Julio is helping to build a future where technology is an ally to improve the lives of people and the efficiency of organizations. His experience offers valuable lessons for anyone looking to lead in an ever-evolving digital world.

Can you imagine a world where manual processes in the food industry are transformed into intelligent operations led by algorithms? This is how Leandro Tonon, a technology pioneer with more than 26 years of experience, is revolutionizing one of the most traditional industries: food. From farms that employ advanced sensors to systems that predict customers' needs before they even know them, Leandro Tonon has led a series of changes that are redefining what it means to innovate in this sector. Today, as corporate director of Pronaca, one of Ecuador's largest food companies, his mission is clear: to make technology the heart of business transformation. In this interview, we explore how his disruptive approach and passion for technology are making a difference in the food industry, with a special focus on Artificial Intelligence (AI) as a catalyst for change.

From Small Projects to Big Technological Achievements

What started with a small computer assembly company turned into a stellar career in technology. Leandro has worked in sectors as varied as banking, insurance and food, learning and adapting to every change. “The power of technology to solve problems and improve lives is what motivates me the most”, he explained. His leadership and focus on collaboration have led him to be an innovator in his field.

The Role of AI in the Feed Business

At Pronaca, AI is a fundamental tool for managing processes, from animal nutrition to distribution logistics. One of the most notable developments is the use of artificial intelligence to estimate animal weights using sensors and cameras, achieving 93% accuracy and reducing complex manual tasks. “Technology helps us anticipate problems and maintain high quality standards”,  Leandro said, highlighting how AI drives efficiency and safety at every step of the production chain.

Digital Transformation in Customer Relationships

Beyond internal processes, Pronaca has transformed the way it interacts with its consumers. Digital platforms, such as self-service portals and AI-powered telesales, have made the company's products and services more accessible. “Thanks to technology, we understand our customers better and can offer tailored solutions”,  he explained. These initiatives have enabled Pronaca to remain competitive and focused on the needs of its consumers. How to Foster Innovation in Teams For Leandro, leading innovative teams involves:

1. Create an environment conducive to creativity: Allow employees to experiment without fear of failure.
2. Align technology strategies with business objectives: Implement solutions that really add value.
3. Empower teams: Empower employees and give them the autonomy to propose new ideas.

“The key is to adopt technologies that solve real problems and not just follow trends”,  he said.

Generative AI: Challenges and Promises

Although still at an early stage, Leandro believes that generative AI has enormous potential to change the way businesses operate. From automating repetitive tasks to offering personalized services, this technology is designed to optimize processes and improve the customer experience. For example, in the food sector, generative AI can analyze large volumes of data in real time to predict consumption trends and adjust production efficiently. In addition, its ability to interact with customers through virtual agents improves customer service, enabling quick responses tailored to the specific needs of each user. However, Leandro warns that there are still technical challenges to overcome. “Although we have made great strides, we still need to refine certain aspects to achieve optimal levels of accuracy and confidence”,  he commented. Over time, these technologies are expected to become essential tools in the food industry.

Advice for New Professionals in Technology

For those interested in technology, Leandro highlights the importance of focusing on areas with great future projection. Two of the most promising are artificial intelligence and cybersecurity. “Artificial intelligence is revolutionizing all industries, from customer service to mass production. On the other hand, cybersecurity is crucial in an increasingly digital world, where risks are also constantly evolving”,  he emphasized. In addition, he advised the new generations to adopt a continuous learning mentality. In such a dynamic field, staying up-to-date is key. “It is essential to be aware of trends and develop skills that allow you to adapt quickly to changes”,  he added. Finally, he stressed the importance of creativity and collaboration in multidisciplinary teams. According to Leandro, technology should not be seen as an isolated field, but as a bridge to connect ideas and people.

The Future of the Food Sector with Technology

Technology is no longer an option for companies and has become a prerequisite for competing in the global marketplace. In the food sector, its impact extends from optimizing production to customizing customer services. “Thanks to technology, we can offer healthier, high-quality products, in addition to ensuring biosafety processes that protect both consumers and the environment”,  Leandro explained. On the other hand, technology also opens up new possibilities for sustainability. From efficient use of natural resources to reducing waste in supply chains, food companies have the opportunity to adopt more responsible practices aligned with modern consumer expectations. Leandro concluded with a powerful reflection: “Technology not only improves our processes, it connects us with our customers in a more meaningful way. It is the bridge that leads us to the future of the food industry.”  

In a world where technology is advancing by leaps and bounds, Andrés Álvarez stands out as a visionary leader in the banking sector. His story is a testament to how passion and innovation can transform not only a career, but an entire industry. With more than 8 years of experience at Banco de Machala in Ecuador, Andres has led a technological revolution that has brought this institution to the forefront of digital innovation.

From Musician to Technology Leader

Andrés began his professional life with a passion for music, playing drums in rock bands during his youth. However, his love for technology led him to study systems engineering, earning two master's degrees and several certifications in areas such as systems auditing and digital transformation. His trajectory is a perfect example of how following your passions can take you to unexpected and exciting places.

The Technological Revolution at the Bank of Machala

When Andres joined Banco de Machala, he faced the challenge of transforming an institution known for its conservative approach. His innovative approach focused on change management, evangelizing to his colleagues the benefits of technology. One of his greatest achievements was the creation of a technological ecosystem that enabled the bank to offer advanced digital services, such as online account opening and credit management.

Artificial Intelligence: The Future of Banking

Artificial intelligence (AI) is one of the most powerful tools in Andres' arsenal. It is implementing AI in portfolio recovery management and in the development of conversational agents. These virtual agents not only improve operational efficiency, but also transform the customer experience by providing fast, personalized responses. Andres is exploring the use of generative AI to create tailored products tailored to specific customer needs.

The Power of Passion

For Andrés, the key to success lies in passion. He firmly believes that passion drives innovation and personal growth. This approach has led him to inspire his team and his university students, encouraging them to pursue their dreams with determination and enthusiasm. His philosophy is that passion, combined with knowledge, is the engine that drives change.

Looking to the Future

Andres has a clear vision for the future of Banco de Machala. His five-year strategic plan includes the implementation of self-service branches and the use of big data to personalize product offerings. He is determined to close the digital divide and position the bank as a leader in technological innovation in Ecuador.

Conclusion

Andres Alvarez's story is a reminder that with passion and vision, any challenge can become an opportunity. His work at Banco de Machala has not only transformed the institution, but also set a new standard for innovation in the banking sector. As artificial intelligence and other emerging technologies continue to evolve, leaders like Andres are essential to guiding organizations into a brighter, more connected future.

We’re excited to announce our new Multilingual Agent feature, designed to enhance global reach and expand accessibility by enabling agents to understand and intelligently respond in over 80 languages in real-time.

Multilingual agent 

Multilingual support: Breaking down communication barriers  

With the power of Gen AI now Agents can understand and respond in multiple languages without any effort. Many new languages have been added to the list, and now the list has been expanded to 88.   Designers can select a primary language for knowledge base training and various secondary languages as users wish.  It is also possible to configure the detection of the language using two options at the start of the conversation or on every interaction.  This functionality is currently supported for text agents. For voice agents, please contact the product team. It is important to note that like any functionality based on Gen AI it has additional costs. 

How can multilingual support benefit you?

• Effortless Multilingual Communication: With automatic language detection and translation, your agent now seamlessly identifies and translates messages, enabling accurate responses from the knowledge base in the user’s preferred language.
• Primary and Additional Languages: Set your primary language and add languages from the Advanced Resources page, so your agent is ready to support diverse audiences.
• Comprehensive, Accurate Translations: Powered by Azure OpenAI, enjoy smooth, reliable translations across all supported languages.
• Knowledge Base Integration: Streamlined information retrieval and response generation ensure that answers are precise—no matter the language.
• Flexible Language Detection Settings: Choose to detect language either at the start of a conversation or with each interaction, for a truly personalized experience.
• Customizable Terms Isolation: Keep product names, technical terms or other specific words clear to prevent unwanted translations.

As part of our advanced capabilities, Multilingual Agent integrates seamlessly with other advanced Gen AI features such as rephrasing, zero-shot, and Knowledge AI.

This enhancement opens new opportunities to connect and engage with users across language barriers, empowering more accessible, inclusive, and personalized interactions worldwide.

This beta phase currently supports text channels. Voice channels support coming soon!

Logs Viewer 

View Logs in Simulated Conversations to improve troubleshooting and issue resolution 

Now it is possible to use a new Logs Viewer in the dialog simulator, providing users with better debug tools and understanding of conversation execution.  With this new tool, developers and designer can understand all the elements involved in a conversation and analyze all details for optimizing performance and debug issues. Our new log viewer in the dialog simulator offers insights into service operations: 

• Real-time visibility of service errors in dialog simulator. 
• Detailed execution steps for each conversation. 

Troubleshooting with Real-Time Logs

So… How can it optimize your agent’s performance? This feature equips teams with the resources to diagnose issues quickly, streamline fine-tuning, and create smoother, more reliable interactions. With the Logs viewer, developers can:

• Access real-time visibility of any service errors during simulations
• Review detailed step-by-step execution for each conversation
• Use advanced request options to specify users and input values for targeted testing

Syntphony Conversational AI more features  

Play Syntphony SSO

Now Syntphony Conversational AI is integrated with the Play Syntphony SSO, the login experience has been updated at the same level for all Syntphony products  Icons and colors in the cockpit have been redesigned as part of the Syntphony rebranding initiative to provide a more cohesive visual experience. 

Syntphony Conversational AI Security! 

The safety of the product is always a point that we take care of down to the last detail. As always, the release has passed the vulnerability scanning process and continues to update all components to ensure that the version is up to date and secure. 

Syntphony Conversational AI Improvements! 

• Dialog Simulator: Updating the Conversation with Lib Components. 

• Sidebar Menu: Expansion of the main menu when selecting a submenu. 

• Web snippet: Inclusion of accessibility in buttons for the visually impaired and layout adjustment for cropped images. 

Syntphony Conversational AI Minor corrections! 

• Response repository: Layout adjustment in the registration field, adjustment of the reformulation filter, and persistence correction when editing carousel buttons.

• Bot Simulator: Review of the edit flow in response templates. 

• Entity repository: Fixes to feature error and persistence presentation, plus adjustments to master data. 

• Intent repository: Improved search behavior when deleting characters. 

• Knowledge IA: Display of the "Create question" button when no results are found in the search. 
• Web snippet: Adjustment to scroll wheel visibility. 

This update incorporates additional enhancements to improve the user experience, navigation and overall performance, along with minor bug fixes.  Being able to check the Logs transforms how teams can resolve issues as they arise! We’re continuously improving to bring you the best tools—stay tuned for more updates! Learn about other capabilities of our platform here You may be interested in learning more about our Syntphpny platform.

Welcome to another chapter in our series on technology and innovation! Artificial Intelligence (AI) is transforming key industries, and today we’ll explore how it’s making a difference in retail and pharmacy by optimizing processes and enhancing customer experience. We’ll dive into the story of Danielle, an innovation leader at Grupo Bom Preço and an official iFood Ambassador, driving change in Brazil. Join us on this inspiring journey!

Danielle: Tech Leader and Innovation Ambassador

Danielle is a true technology trailblazer in Brazil. She currently manages digital channels for Grupo Bom Preço, a prominent supermarket chain in the northern region of the country, and serves as the iFood Ambassador for the pharmacy and pet shop sectors. This unique combination of roles allows her to implement innovative technological solutions tailored to the needs of diverse markets. Her approach blends strategic vision with a passion for innovation, positioning her as a pioneer in leveraging AI to transform businesses.

AI at the Service of Customers: Real Impact Examples

At Grupo Bom Preço, AI isn’t just a trend; it’s a cornerstone. Among Danielle’s standout implementations are:

• Customer Service Automation: A chatbot developed on the Blip platform enables customers to place orders and resolve queries 24/7. This saves time, enhances the customer experience, and boosts operational efficiency.
• Data Analysis: AI tools help the company understand customer behavior and anticipate consumer trends, strengthening decision-making processes.
• Development Support: The IT team uses AI to solve programming issues, optimizing implementation times.

These examples showcase how technology enhances both customer experience and internal operations.

Challenges of Digital Transformation

While the progress is remarkable, Danielle acknowledges certain challenges:

• Resistance to Change: Some customers are still hesitant to embrace technological tools. To address this, her team works on educating and raising awareness about AI’s benefits.
• Technical Limitations: Complex interactions, like interpreting images of medical prescriptions, still require human intervention, highlighting the importance of combining technology with a human touch.

The Future of AI: Automation with a Human Touch

Danielle has a clear vision: the success of AI lies in balancing automation with human interaction. For her, customers must feel valued and cared for, even in an increasingly automated environment. She also emphasizes the importance of collaboration between tech companies and industry experts to create more personalized and efficient solutions. At iFood, for instance, efforts are underway to improve product categorization in the pharmacy and pet shop sectors, showcasing the power of shared knowledge. Inspiration for Change: Danielle and the Future of Commerce Danielle’s journey is a testament to how innovation can transform businesses and enhance customer experiences. Her leadership at Grupo Bom Preço and her role at iFood position her as a key figure in the technological evolution of retail and pharmacy. The future of AI is bright, and with leaders like Danielle paving the way, the opportunities are endless. If you’re curious about how AI can transform your business, stay tuned for upcoming advancements. The revolution is just beginning, and you can be part of it.

Ready to Transform Your Business with AI?

Explore the possibilities AI has to offer and get ready to lead the change in your industry. The future is here, and it’s exciting!

We’re thrilled to announce that the latest episode of our Smart AI Agents podcast is now live—and for the first time, it’s available in Portuguese, expanding access to our global community!

In this episode, we take a deep dive into how conversational AI is revolutionizing business operations, featuring a special conversation with Alexandro Strack, CIO of JADLOG DPD. Strack provides valuable insights into how virtual agents are enhancing efficiency and agility across industries, particularly in sectors where streamlined operations are crucial, such as logistics. He explores the transformative role of AI-powered solutions in optimizing workflows, reducing response times, and increasing productivity at every level of business. Moreover, Strack highlights the broader impact of conversational AI, emphasizing how it’s reshaping the human-technology relationship. From translating and summarizing to creating content, these advanced capabilities are not just tools but strategic assets that empower companies to scale operations, improve customer experiences, and foster innovation. This episode sheds light on how organizations can harness conversational AI to achieve significant gains in efficiency while redefining traditional roles and responsibilities. Whether you're curious about AI’s role in modern logistics, or you’re looking to understand how AI can enhance customer interactions and streamline complex tasks, this episode offers a wealth of insights and practical examples. Don’t miss this insightful discussion on how AI is reshaping the way we work, delivering real-world benefits, and setting new standards for operational excellence. Tune in now on YouTube to be part of the conversation! 🎙️ Check out another of our episodes here