Methodology to increase the profitability of micro and small businesses through the automation of contact channels through the use of digital transformation, adaptive sales and artificial intelligence

In an increasingly digital context, companies are looking for new ways to attract customers and consolidate their commercial position. This context is no stranger to SMEs, which represent 90% of established companies and contribute approximately 50% of GDP and 70% of formal employment in the world. In the Peruvian case, the importance of SMEs is even greater since they represent 95% of formal companies and provide more than 85% of formal employment. There are various productive sectors among which is the service sector and specifically advertising and marketing agencies, which has had to greatly transform its processes and orient itself to an increasingly digital context. This is where it has been detected. a need for SMEs to improve their business processes and the use of digital transformation and artificial intelligence opens up a series of opportunities that allow companies to react more quickly to customer needs and adapt to their new requirements. proactively, so the The objective of this research is to propose a commercial management method suitable for SMEs based on digital transformation and artificial intelligence to boost their competitiveness.