Artificial intelligence is no longer a distant promise or a tool reserved for tech giants. In recent years, we’ve witnessed an accelerated evolution that has democratized its use—making it accessible, affordable, and, above all, relevant for small and medium-sized enterprises (SMEs). At the heart of this transformation are intelligent agents: advanced virtual assistants that serve as customer support, product recommenders, and personalized guides in the user experience.

Today, these agents not only understand what the customer needs—they can anticipate it. They operate 24/7, speak multiple languages, and integrate seamlessly across channels, from websites to physical retail locations. And best of all, they’re now within reach of any company looking to offer a digital experience on par with major brands.

From Automation to Humanization

Gone are the days of robotic chatbots offering canned responses. The new generation of intelligent agents uses technologies like natural language processing, emotion detection, and continuous learning to deliver truly personalized service. We’re no longer just talking about automating tasks—we’re talking about building relationships between brands and their customers.

In this context, real-world examples are emerging that show the tangible impact of this technology in sectors like perfumery, hospitality, and even medical event management.

SHIN: An AI That Moderates and Energizes Live Events

One of the most disruptive examples is SHIN, the intelligent agent developed for VML Health and Santen, a global leader in ophthalmology. To celebrate 10 years of innovation in glaucoma treatment, Santen chose a very special speaker—an AI trained with the event’s entire medical bibliography.

During the event, SHIN not only moderated the sessions but also answered medical questions in real time, adding scientific value and personalizing interaction with each attendee. This kind of experience proves how AI avatars can enhance events in a fluid, efficient, and memorable way.

Personalized greetings, continuous interaction, and content engagement—AI is already powering the future of events.

FABIOLA: One-to-One Perfume Recommendations

AI has also arrived in the retail sector. The case of FABIOLA, the new virtual personal shopper from Saphir Parfums, is a perfect example of how an intelligent agent can revolutionize the buying and customer experience.

FABIOLA advises each customer based on their lifestyle, event, or personal preferences—both online and in physical stores. With the ability to analyze more than 125 perfume references, she acts as an automated sales assistant guiding the user through the entire customer journey, from the first inquiry to the final purchase.

Scalable personalization, real-time recommendations, and constant support—FABIOLA proves that even in mass retail, the customer experience can be truly unique.

VALERIA: 24/7 Intelligent Hospitality

In the tourism sector, VALERIA has become the digital face of the five-star Torre del Marqués Hotel. This virtual assistant provides personalized service to every guest, in multiple languages, accessible from any device, at any time.

From gourmet suggestions to local travel plans, VALERIA doesn’t just answer questions—she builds emotional connections with guests, adapting her tone to the context and maintaining brand consistency. For a small hospitality business, this represents a major leap in customer satisfaction and loyalty.

Empathetic service, full availability, and deep local knowledge—VALERIA is redefining what it means to feel truly cared for in a luxury hotel.

Conclusion: Useful, Human, and Accessible AI

What once seemed like futuristic technology is now a real strategic tool for businesses of all sizes. Thanks to the evolution of intelligent agents, SMEs can now deliver user experiences that were once exclusive to large corporations—more personalized, more human, and far more efficient.

It’s no longer just about “having a chatbot.” It’s about integrating intelligence at every customer touchpoint, delivering real, differentiating value. And the best part? It can be done quickly, affordably, and with immediate results.

Because the real revolution of AI lies not in its technology, but in its ability to put people at the center—even in the most automated environments.