Diagnóstico de la adopción de la inteligencia artificial (IA) en Pymes sector servicios
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Fecha
2025
Autores
Alvarez Badillo, Jeanie Michelle
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Ediciones Universidad Simón Bolívar
Facultad de Ingenierías
Facultad de Ingenierías
Resumen
La Inteligencia Artificial (IA) es fundamental para el crecimiento de las PYMES, ya que actúa como una herramienta clave para innovar y adaptarse al mercado, al facilitar la automatización de procesos, la optimización de la experiencia del cliente y el incremento de la eficiencia operativa. Por lo tanto, el propósito de esta investigación consistió en realizar un diagnóstico sobre la adopción de la Inteligencia Artificial (IA) en las pequeñas y medianas
empresas (PYMES) del sector servicios para identificar su grado de implementación. Para lo cual se empleó un paradigma interpretativo con enfoque documental, realizando proceso heurístico y hermenéutico mediante la revisión y análisis de artículos científicos y documentos académicos en bases de datos como Google scholar, Redalyc, Elicit, Scopus y Scielo. Como resultado, se encontró que las principales dificultades surgieron por factores
como la falta de formación del personal, resistencia al cambio, limitaciones económicas debido a la insuficiencia de recursos y problemas relacionados con la infraestructura. Asimismo, los casos de PYMES estudiados demostraron que la implementación de inteligencia artificial les permitió personalizar servicios, optimizar procesos operativos y reducir costos, incrementando la eficiencia y satisfacción del cliente. Esto, a su vez, posicionó
a las empresas como más competitivas en sus respectivos mercados, fortaleciendo su sostenibilidad.
Artificial Intelligence (AI) is fundamental for the growth of SMEs, as it acts as a key tool to innovate and adapt to the market, by facilitating process automation, optimizing customer experience and increasing operational efficiency. Therefore, the purpose of this research was to perform a diagnosis on the adoption of Artificial Intelligence (AI) in small and medium-sized enterprises (SMEs) in the service sector to identify its degree of implementation. For this purpose, an interpretative paradigm with documentary approach was used, performing a heuristic and hermeneutic process through the review and analysis of scientific articles and academic papers in databases such as Google scholar, Redalyc, Elicit, Scopus and Scielo. As a result, it was found that the main difficulties arose from factors such as lack of staff training, resistance to change, economic constraints due to insufficient resources and problems related to infrastructure. Likewise, the cases of SMEs studied showed that the implementation of artificial intelligence allowed them to personalize services, optimize operational processes and reduce costs, increasing efficiency and customer satisfaction. This, in turn, positioned the companies as more competitive in their respective markets, strengthening their sustainability
Artificial Intelligence (AI) is fundamental for the growth of SMEs, as it acts as a key tool to innovate and adapt to the market, by facilitating process automation, optimizing customer experience and increasing operational efficiency. Therefore, the purpose of this research was to perform a diagnosis on the adoption of Artificial Intelligence (AI) in small and medium-sized enterprises (SMEs) in the service sector to identify its degree of implementation. For this purpose, an interpretative paradigm with documentary approach was used, performing a heuristic and hermeneutic process through the review and analysis of scientific articles and academic papers in databases such as Google scholar, Redalyc, Elicit, Scopus and Scielo. As a result, it was found that the main difficulties arose from factors such as lack of staff training, resistance to change, economic constraints due to insufficient resources and problems related to infrastructure. Likewise, the cases of SMEs studied showed that the implementation of artificial intelligence allowed them to personalize services, optimize operational processes and reduce costs, increasing efficiency and customer satisfaction. This, in turn, positioned the companies as more competitive in their respective markets, strengthening their sustainability
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Palabras clave
Inteligencia artificial, Pymes, Innovación disruptiva, Contingencia organizacional, Creación de valor
