La Tavola Rústica hosted this edition of Inconcert Executive Forum, an exclusive gathering that brought together clients and industry leaders in Bogotá to discuss one of the major current challenges of artificial intelligence: how to turn its potential into real business results.
During breakfast, the Inconcert team shared a practical perspective on the current state of AI adoption in organizations. Among the data presented, it was highlighted that 95% of generative AI projects do not progress beyond the pilot phase, a reality that underscores the need to approach these initiatives as business transformation processes and not solely as technological projects.
Throughout the session, some of the most common mistakes hindering AI scalability were analyzed, such as the lack of clear accountability, the absence of continuous improvement methodologies, or the implementation of tools without a direct connection to business processes. In response, Inconcert's experts shared the keys that are enabling the most advanced companies to generate real impact: defining concrete processes, assigning ownership, measuring business results, and committing to progressive implementation based on constant iteration.
From pilot to impact: Medcontact's experience
One of the highlights of the event was the panel featuring Paula Hernández, Managing Director of Medcontact and CSC Leader of Grupo Cieno, and Ángela Vélez, Operations Director of Medcontact, who shared their experience implementing AI agents within their patient care operations.
During the conversation, the executives explained how the company has integrated AI agents to manage processes such as scheduling, canceling, and rescheduling medical appointments, resolving frequent queries, escalating to human agents, and collection processes. Thanks to this strategy, Medcontact has managed to automate over 52% of its interactions, improving patient experience and optimizing operational efficiency.
The speakers also emphasized the importance of approaching AI as a tool to serve processes and people, relying on a gradual strategy focused on generating tangible value from the initial implementation phases.
A space to share experiences and a vision for the future
In addition to the sessions and the panel, attendees were able to exchange experiences and reflect on how AI is redefining the relationship between companies and customers, especially in sectors such as healthcare, education, telecommunications, and services.
With initiatives like the Inconcert Executive Forum, Inconcert continues to foster discussion spaces where technology is approached from a practical, business-oriented perspective, providing organizations with real models to accelerate their transformation and improve customer experience.
