On October 22 and 24, Inconcert participated alongside its partner Advance SPC in the “IA Experience 2025” events held in Guayaquil and Quito. The sessions brought together professionals from customer service, technology, and operations in industries such as BPO, banking, and insurance to discuss the real impact of artificial intelligence on customer experience management.
During both events, Rodrigo Méndez, Business Development Manager at Inconcert, led the keynote session “From Hype to Results: What to Expect from AI in Customer Experience Today”, where he explored how to separate market myths and promises from the tangible outcomes that pioneering companies are already achieving through the implementation of AI agents.
Debunking AI in CX: From illusion to reality
In an environment where “everything seems to carry the AI label,” Méndez encouraged participants to look beyond the buzz and shared Inconcert’s real-world learnings after years of pioneering large-scale AI agent development and deployment.
Throughout his presentation, he addressed five recurring myths and misconceptions often heard in commercial conversations, factors that are currently holding back effective AI adoption:
- AI Agent Washing: When every solution is marketed as “AI-powered.”
- Automating 100% of customer experience management: The false dichotomy between AI and human talent.
- “Implementing AI agents is a nightmare”: How to avoid common mistakes and ensure agility and measurable outcomes.
- Security and privacy: How to guarantee that AI doesn’t compromise corporate data protection.
- Fragmented conversations: How omnichannel management affects AI agents and strategies to prevent loss of context.
One by one, Méndez challenged these myths with real client success stories from across Latin America, demonstrating how purpose-driven AI agent design can significantly boost efficiency, customer satisfaction, and operational profitability.
Partnership with Advance SPC
The event also served as a valuable opportunity to strengthen the alliance between Inconcert and Advance SPC in Ecuador, reinforcing their shared commitment to driving technological innovation in customer experience across the region.
AI applied to CX: From promise to results
Through these events, Inconcert reaffirms its leadership in the implementation of conversational and omnichannel AI solutions. Beyond the hype, the company promotes a value-driven, expert-guided, and technology-integrated approach that turns AI into a tangible engine of growth and efficiency for customer experience.
