Inconcert took part in the 29th edition of Expo Relación Cliente on October 7 and 8, one of Spain’s leading events for the customer experience industry, held at Kinépolis Madrid. Over the two-day event, the company brought to stand 5its vision for the evolving role of AI agents: moving beyond adding artificial intelligence to individual conversations to redesigning entire processes to deliver measurable business impact.
Under the theme EgyptIA: The Origin of a New Era in Customer Experience, this year’s edition invited attendees on a journey from the earliest forms of communication to a new era shaped by artificial intelligence, now emerging as a new architect of interactions and contact centers.
Inconcert embraced this narrative with a space visually inspired by ancient Egypt and a message that captured this shift into a new era: “Thousands of years of conversation, and history has just changed.”
And that change goes beyond technology. Inconcert showed how its strategy around AI agents is evolving towards a model in which technology, business expertise and expert guidance come together to identify which processes to transform, deploy AI agents into production, measure their results and continuously evolve their capabilities.
The starting point is no longer simply asking where artificial intelligence can be introduced, but instead asking: which process do we want to improve, and what outcome do we want to achieve? Introducing AI agents makes it possible to rethink processes that for years have been shaped by constraints around capacity, cost or technology, opening up new possibilities for customer relationships.
Transforming processes to turn AI into results
The approach presented at EgyptIA also reflects the strategic shift Inconcert is driving. With more than 25 years of experience in customer relationship processes, the company began developing bots in 2016, incorporated generative AI in 2023 and launched Inagent, built on proprietary technology, in December 2024.
Building on this experience, Inconcert is now combining native agentic technology with its knowledge of CX operations to enable AI agents, people, channels and systems to work as part of a single process.
This approach also represents an evolution in Inconcert’s role alongside its customers. The conversation no longer starts solely with products, features or integrations. Instead, it begins by identifying where there is a genuine opportunity to generate returns, which KPIs will measure that impact and how the process should be redesigned to achieve it.
This vision is aligned with Inconcert’s 2026–2030 strategy, built around three pillars: impact, technology and people. The approach focuses on designing change together with customers, executing each project with a strong focus on results, and providing ongoing support to improve processes and identify new opportunities.
Implementation does not end when an AI agent goes live. As new cases, exceptions and needs emerge during operation, agents need to be trained, supervised and continuously developed. In the same way, organizations need to build the capabilities required to manage hybrid operations in which people and AI agents work together in a coordinated way.
Technology, conversations and pizza at EgyptIA
Beyond the demos and conversations around artificial intelligence, Inconcert’s stand also became a meeting point for industry professionals throughout the two-day event.
The company offered attendees a selection of pizzas, creating a more informal setting to share experiences, exchange ideas and discuss the challenges emerging in this new era of customer experience.
Amid pyramids, AI agents, technology and pizza, Inconcert wrapped up its participation in the 29th edition of Expo Relación Cliente with an idea that captures its vision for the years ahead: the next step for AI agents is not simply about having better conversations, but about transforming the way business processes work.
After thousands of years of conversation, history has just changed.