Inteligência artificial no setor de assistência veicular: gestão eficiente e diferencial competitivo.

Abstract

This study aimed to analyze the impact of Artificial Intelligence (AI) on Vehicle Assistance Management, highlighting its role in optimizing processes, improving operational efficiency and as a competitive differentiator for companies in the sector, focusing on its main applications, benefits, challenges and limitations for implementation. The study was carried out through bibliographic research and field research. The data collection instruments for the bibliographic research were books by renowned authors, scientific articles and specialized publications, while for the field research, a questionnaire was used via Google Forms. The questionnaire was applied in the first half of 2025 to 20 brazilians companies in the vehicle assistance sector and the results were presented through graphical presentation, such as graphs, and descriptive analyses. The research carried out highlighted a scenario of growing adoption of Artificial Intelligence, with most companies using these technologies daily and recognizing benefits such as cost reduction, increased efficiency and improved decision making. The most common applications involve accessible tools such as smart maps, spreadsheets and digital payment methods, while more advanced solutions such as predictive analytics and intelligent routing are still underexplored. Despite advances, challenges such as lack of technical knowledge, inadequate infrastructure and budget constraints still limit wider adoption. Even so, the majority of respondents believe that AI represents a competitive advantage and should be treated as a strategic priority for the sector.