*Per In recent years, Artificial Intelligence has gone from promise to reality in numerous sectors. By 2025, it has established itself as a tool capable of automating processes and increasing productivity. But the next technological leap, which is already beginning to take shape for 2026, goes beyond automation. It will be the beginning of real collaboration between people and machines, aiming to increase productivity without modifying operational routines.
The most evident shift is in the use of AI by customers, especially in customer service operations, unified communications, and process automation. Conversational agents now actively participate in the interaction flow, analyzing intent, suggesting responses, adjusting behaviors, and supporting decisions in real time. The voice layer enhances this experience and brings automation closer to human communication.
Specialized AI assistants for specific areas are also gaining traction. Solutions trained for pre-sales, post-sales, customer service, and institutional communication are beginning to operate following specific business rules, respecting internal policies, and monitoring key performance indicators. These AIs are no longer tools activated on demand but are becoming continuous cognitive support for technical, legal, and corporate teams.
Another trend is the presence of agents capable of attending meetings, transcribing conversations, suggesting courses of action, and issuing instant alerts about what needs attention. They not only record what was said: they interpret the context, help maintain focus, and reduce communication noise. The automation of reports, minutes, and analyses complements this evolution and adds predictability to administrative routines.
This transition marks a paradigm shift. In 2025, AI was an additional resource. In 2026, it will be integrated into daily life and participate as support for real-time decisions, without losing sight of security and ethics. In the corporate sphere, we will see this direct impact in the contact center, in administrative operations, and in critical communication flows.
At Dígitro Tecnologia, this advancement coexists with a constant commitment to confidentiality, privacy, and technological sovereignty. All developments are aligned with data protection and compliance, essential premises for serving sensitive sectors.
When transformation begins at home.
Dígitro itself already uses AI in its development pipeline. It's the concept of hybrid squads, where groups of professionals work alongside integrated AI agents that take on specific tasks, such as code security analysis, offering insights and corrections in real time.
While we develop AI solutions for our clients, we are also leveraging this technology to make our operations faster, more stable, and more collaborative. The fact is, collaboration between people and machines is no longer a prediction; it has already begun to take shape both within and outside of Dígitro.
*Agenor Pacheco Junior, Engineer and Technology Director at Dígitro Tecnologia
Notice: The opinion presented in this article is the responsibility of its author and not of ABES - Brazilian Association of Software Companies
