On September 9, Inconcert had the privilege of taking part in CX Day Bogotá, an event organized together with BPRO Association that brought together BPO professionals, telecom leaders, CX executives, and representatives from multiple industries at the NH Collection Bogotá WTC Royal.
Throughout the day, discussions focused on how AI agents are transforming customer experience management: from scalability and cost reduction to enabling more personalized engagement across every contact channel.
A keynote on the new era of Agentic AI
One of the event’s highlights was the keynote delivered by Miguel Ángel Morales, Sales Executive at Inconcert, who presented how Agentic AI technology, an evolution of Generative AI, is opening a new era in CX management.
During his talk, Morales explained that this technological shift goes beyond automating interactions: it enables virtual agents to make autonomous, proactive, and strategic decisions, multiplying operational efficiency and enhancing customer experience quality.
Live demo: debt collection with Inagent
The event also featured a live demo of Inagent, led by Óscar Eduardo Muñoz, Presales Specialist at Inconcert, where attendees experienced firsthand how an AI agent works in a debt collection use case.
In the simulation, Inagent contacted a customer to notify them about an overdue payment, offering different solutions such as splitting the debt into two or three installments. After solving the initial inquiry, the virtual agent showcased its ability to go further, offering study insurance, answering credit-related questions, and even scheduling a follow-up appointment.
This demonstration clearly showed how AI agents are no longer limited to predefined workflows; instead, they can guide customers through different stages of their journey with natural, problem-solving conversations that also open doors to new business opportunities.
Community, innovation, and a shared vision
Beyond technology, CX Day Bogotá was also a gathering point to listen, share experiences, and strengthen the CX community in Colombia and Latin America.
The event demonstrated that when technological innovation is combined with a clear purpose and an interconnected ecosystem, it becomes a powerful tool to transform customer experience in all its dimensions.
