The CRIC Chile 2025 International Congress brought together more than 300 CX industry leaders and professionals in Santiago for a day of high-level conferences, panels, and networking spaces, all focused on the latest trends and most innovative solutions in the sector.
In this setting, Inconcert participated as both sponsor and speaker, presenting the latest developments in Agentic AI and omnichannel technology applied to the optimized management of customer experience. Attendees had the opportunity to see first-hand how these solutions are transforming the relationship between brands and customers, while enhancing operational efficiency and agility.
Panel: Employee Experience (EX) and strategic A
One of the highlights of the event was the participation of Rodrigo Méndez, Sales Executive at Inconcert, in a discussion centered on two key themes: improving employee experience and exploring the role of AI in CX: is it the pilot or the co-pilot? Where does it truly add value?
In his talk, Rodrigo Méndez emphasized that AI does not replace the human agent, but rather accompanies and empowers them at different levels:
1. As AI assistants or co-pilots
These are tools that support teams in their daily work with features such as assisted response drafting and templates, data and KPI analysis, and automatic report generation, allowing agents to dedicate more time to high-value interactions.
2. As “companion” AI agents
AI agents interact directly with end customers, autonomously handling requests such as appointment scheduling, order management, FAQs, or collections, with the ability to escalate conversations to a human agent when encountering complex or high-emotion cases.
3. AI as a software performance booster
This involves applying AI to optimize key CX areas such as workforce management, using algorithms to produce more accurate demand forecasts for staffing; or speech analytics, enhancing the quality and depth of conversational analysis across any voice or text channel.
Méndez highlighted that today’s AI agents are no longer simple bots, but systems capable of operating autonomously in multiple processes, always within an intelligent supervision framework. This includes KPI-driven dashboards, emotion analysis, deviation alerts, and “whisper” functions that enable live supervisor intervention.
The panel concluded with a special question about upcoming releases, where Inconcert revealed that it will continue evolving its solutions with autonomous AI capabilities and deeper integration with business systems, aimed at delivering more personalized, agile, and profitable experiences.
A key event for the future of CX
Inconcert’s presence at CRIC Chile 2025 reaffirms its commitment to innovation and to an experience approach that puts people, both customers and employees, at the center.
With this event, Inconcert strengthens its role as a leading technology partner in Latin America, combining advanced technology, strategic vision, and close relationships with its clients to face the challenges of the new CX era.
