Optimisation of Administrative Processes Through Artificial Intelligence: Analysis of Adoption and Trust in Peruvian Companies in The Telecommunications Sector

Arody Tesen Amancio; Julissa Diaz Otiniano; Liz Pacheco-Pumaleque

doi:10.4067/s0718-27242026000100015

Autores/as

Arody Tesen Amancio Facultad de Ciencias Empresariales, Universidad San Ignacio de Loyola , Perú
Julissa Diaz Otiniano Facultad de Ciencias Empresariales, Universidad San Ignacio de Loyola , Perú
Liz Pacheco-Pumaleque Facultad de Ciencias Empresariales, Universidad San Ignacio de Loyola , Perú

DOI:

https://doi.org/10.4067/s0718-27242026000100015

Resumen

En el entorno empresarial peruano, la adopción de la Inteligencia Artificial es una pieza clave para optimizar procesos. Sin embargo, su implementación enfrenta desafíos por la falta de recursos y barreras culturales. Esta investigación tiene como objetivo analizar la relación entre la adopción de la IA con la innovación de productos, seguridad, preparación organizacional y facilidad de uso percibida. Se empleó un diseño cuantitativo no experimental con un modelo de ecuaciones estructurales (SEM), recopilando datos a través de encuestas estructuradas aplicadas a empleados del sector telecomunicaciones. Los resultados evidencian que la seguridad en IA ejerce un efecto positivo y significativo sobre la adopción de la IA (p = 0.000), mientras que la capacidad percibida del colaborador influye directamente en la facilidad de uso percibida (p = 0.003). A su vez, la adopción de la IA muestra un impacto relevante sobre la innovación de productos (p = 0.000), innovación de procesos (p=0.000) y al marketing impulsado de la IA (p=0.000), lo que confirma que la confianza tecnológica y el fortalecimiento de competencias impulsan una mayor eficiencia e innovación empresarial. En conclusión, la adopción de IA se fortalece cuando existe una gestión rigurosa de la seguridad de la IA y el desarrollo de capacidades del personal ya que incrementa la utilidad promoviendo la innovación. Este trabajo busca aportar evidencia desde el contexto peruano, enfocándose en las experiencias reales de los trabajadores con la IA y cómo estas pueden orientar soluciones adaptadas a las necesidades del sector.

Palabras clave:

Adopción de inteligencia artificial
Preparación organizacional
Seguridad de la IA
Innovación de procesos
Sector de las telecomunicaciones

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