Brazilian Companies Shift From Conversational AI to Structured Deployment in 2026

Overview

• A Conversion survey of 637 professionals shows 82.4% use AI tools daily, up from 43.7% in 2024, with 41.3% naming AI-driven operational efficiency as a top 2026 priority.
• Most usage remains shallow: 88.2% rely on conversational interactions, while only 6.1% run automated workflows and 2.7% use autonomous agents.
• Governance is thin, with 47.1% of companies lacking formal guidelines and only 11.9% reporting structured policies, which limits gains and heightens operational risk.
• Spending stays modest as 82.3% allocate up to R$5,000 per month and 40.2% use only free tools, and training lags with 41.1% offering low-cost content and 28.7% offering no formal programs.
• HR adoption hinges on senior sponsorship, training and team input on what to automate, while customer service is framed as core to competitiveness, with TomTicket’s Karen Willers warning that costs rise and quality falls without automation.