Smart Cities, AI to Transform the Mexican Enterprise Ecosystem

Q: How has SONDA's position in the Mexican market evolved in recent years?
A: We have operated in Mexico for 20 years. We consolidated our presence through the acquisition of local companies and constantly developed digital transformation solutions specialized by industry. We stand out thanks to flagship projects such as an integral technological solution for Mexico City's Metrobus and a development center in Hermosillo, which provides multilingual services for the Americas with advanced AI tools.

Q: With more than 5,000 customers in the Americas, what key factors have allowed SONDA to consolidate itself as a strategic partner for business digitalization?
A: Our deep knowledge of the sector has been key. Our organizational structure was designed following several industry verticals, which allows us to address the specific challenges of sectors such as banking, retail, government, manufacturing, mining, and smart cities with specialized teams that thoroughly understand processes, regulations, and business objectives.

We complement this vision with a portfolio that combines highly specialized vertical solutions — such as self-service solutions for retail, transactional switches for banking, or CCTV systems for smart cities — with scalable horizontal capabilities in cybersecurity, data centers, field services, and platforms as a service, allowing us to offer comprehensive and customized responses to each client.

Q: Considering this broad portfolio of digital solutions, what technologies or services are most requested by your customers in Mexico?
A: Demand in Mexico is concentrated in solutions that apply AI to critical processes, particularly in urban security and technical support. For example, in Hermosillo we developed a help desk that offers multilingual support and uses an AI assistant capable of identifying the user's emotional state and suggesting answers in real time, optimizing service. We have also implemented intelligent video surveillance systems in cities such as Montevideo and Santiago de Chile, which are capable of issuing automatic alerts according to detected behaviors without human intervention. These solutions reduce downtime, increase operational efficiency, and are developed by Mexican talent. In parallel, technologies such as Kubernetes, containers, and microservices are also gaining ground in the modernization of digital business environments.

Q: What is the added value that SONDA offers compared to other technology and IT services companies in the region?
A: Our value lies in the intelligence we develop behind each solution. Although we integrate hardware from multiple brands, we understand that the real value is in the software. From public transportation platforms to electromobility and urban safety systems, the differentiating component is that all the software and intelligence that orchestrate these operations is developed internally by SONDA.

Q: How does SONDA support its clients during the adoption of new technologies?
A: We define ourselves as integrators, and that implies building solutions based on open ecosystems that combine our own technologies with external developments. We maintain an active network of collaboration with startups from our hub in Chile, which allows us to identify high-value innovations and take them to the regional market. We have also scaled solutions from Mexican startups to other countries. Our proposal is not limited to integrating systems; we accompany our clients in their transformation process, identifying technological opportunities, validating their viability, and ensuring the correct implementation within their operational structures.

Q: How do your solutions guarantee data protection and operational continuity for your clients?
A: We have a Chief Information Security Officer (CISO) who leads our cybersecurity strategy, which is backed by the highest international standards. Our Latin American operation is one of the most robust in the industry: we had a turnover of almost US$1.5 billion last year and operate strategic data centers in Chile, Brazil, and Colombia. This allows us to provide reliable services to clients who, in turn, serve other companies, demanding an additional layer of responsibility in the management of critical data and operations.

Q: How is the adoption of AI impacting the digitization of key industries in Mexico and what role does SONDA play in this process?
A: We have integrated AI into key processes such as customer service, which traditionally faced major deficiencies. We have replaced obsolete call centers and inefficient chatbots with AI-based solutions that significantly improve the user experience. Our center of excellence in Hermosillo, with more than 400 agents, also uses AI tools to assist both customers and our clients' employees, optimizing attention in real time and generating more responsive and efficient interactions.

Q: What is the biggest challenge Mexican companies face when integrating these technologies into their operations?
A: The main issue is lack of knowledge of the true scope of AI. There is still a significant gap in the technical and ethical understanding of how to implement these solutions effectively and safely. Companies also face practical challenges related to training AI models, especially when working with unstructured data. Overcoming these barriers involves developing internal capabilities and establishing robust technology governance frameworks.

Q: What opportunities and challenges does SONDA foresee in the development of smart cities in Mexico?
A: We see great opportunities to improve mobility, security, and urban sustainability. The implementation of intelligent video surveillance systems, digitized transportation, and energy efficiency will be fundamental to address the challenges caused by increasingly dense and complex cities. Mexico is advancing rapidly, so we are committed to continue providing solutions that enable more autonomous, safe, and efficient cities.

Q: How is Mexico positioned in technological development in comparison with the rest of the region?
A: Mexico has a strategic position in Latin America, with the second highest gross domestic product in the region and a key proximity to the US market. This environment has driven strong demand for advanced technologies such as AI, cloud, and data centers. Large data centers are being established to serve both the local market and customers in North America, making Mexico an innovation hub and a priority destination for technology investment.

Q: What are SONDA's priorities in Mexico to close 2025 in terms of growth, investment, and technological development?
A: We have a three-year strategic plan that ends in 2027, based on six key growth enablers. These include specialization by verticals, which allows us to offer solutions tailored to the specific needs of sectors such as smart cities, banking, healthcare, retail, and utilities. We also seek to consolidate Mexico as one of our most important markets — it is now our third largest market after Brazil and Chile — and we are investing in infrastructure, talent, and operational expansion. We are also leveraging the country's capacity to serve other regions, strengthening our multi-country model.