AI-Based Application to Optimize Customer Interaction Processes

At La Huerta in Aguascalientes, tradition meets innovation — this paper reveals how artificial intelligence is transforming the way a frozen-foods leader engages with its customers. The work describes the development and deployment of an AI-driven mobile application with an embedded chatbot, designed specifically for La Huerta to optimize customer-interaction processes. By leveraging machine-learning algorithms, natural-language processing, and behavioral analytics, the solution personalizes each engagement, aligns with product availability and customer behavior, and enables seamless communication through the chatbot interface.

Within La Huerta’s operational context, the system uses data from purchase histories, seasonal inventory, and customer preferences to generate tailored offers, initiate proactive service via chatbot, and forecast demand for key product categories. A pilot implementation revealed a notable increase in purchase frequency (40 %) and higher engagement metrics, while also supporting sustainability goals by reducing waste and improving resource efficiency. The study demonstrates how AI-based applications can serve as catalysts for process optimization and digital transformation in food-industry organizations, particularly in emerging-market contexts.

The proposed framework offers a scalable model for other SMEs looking to integrate intelligent customer-interaction systems to improve performance, sustainability, and competitiveness.