Inconcert participated in CX Tech Day Bogotá on October 20, an event focused on the impact of artificial intelligence on telecommunications operations. During the event, Plus Services shared how it is integrating AI into its sales and collections processes using Inconcert technology.
The latest edition of CX Tech Day took place at the El Cubo Business Center in Bogotá, bringing together industry professionals to explore the challenges and opportunities of artificial intelligence in customer relationship management.
As part of the event, Jorge Robles Piedrahita, Omnichannel Director at GEA Internacional, presented Plus Services' evolution toward an AI-powered operating model, sharing real-world use cases and key lessons learned from its implementation with Inconcert.
From Contact Center expertise to AI-Powered operations
With more than 17 years of experience in contact center services, Plus Services has entered a new phase in which artificial intelligence is being integrated into various business processes.
During his presentation, Jorge Robles explained how the company is applying this technology to credit card sales, collections management, and the sale of assistance services for the financial sector.
This transformation is supported by Inagent and Infunnel, Inconcert solutions that connect AI-powered conversations with customer journeys to automate workflows and coordinate sales team involvement.
A model where AI identifies opportunities and people close deals
One of the use cases presented focused on the sale of assistance services. In this scenario, AI engages customers during informational or promotional calls to identify their interest, confirm their willingness to receive an offer, and request permission to transfer the conversation to a sales representative.
As a result, sales teams receive prequalified leads and can focus their efforts on negotiations, handling objections, and closing deals.
This approach also enables organizations to expand their operational reach and handle higher interaction volumes with existing resources, while keeping people at the center of the most critical stages of the customer relationship.
Combining technology and human expertise to advance customer experience
The experience shared by Plus Services at CX Tech Day Bogotá highlighted a fundamental challenge for organizations: how to integrate artificial intelligence into existing processes to drive measurable operational and business outcomes.
This use case illustrates a shift toward customer service models in which technology handles tasks that can be automated, allowing professionals to focus on interactions that require human expertise.
Through its participation in this event, Inconcert continues to share real-world examples of AI implementation, demonstrating how its solutions help organizations address the evolving challenges of customer experience.
