2025 has been a key year for the adoption of AI in corporate customer experience strategies. The study “Current State and Impact of Conversational AI and Other AI Solutions Applied to Customer Experience” shows that 78% of companies expect the incorporation of AI agents to have a significant short-term impact on the way they manage their CX.
However, the challenge is no longer implementing these solutions but operating them consistently, with clear criteria and measurable results. In this context, when AI agents are applied to operations, 88% of companies consider a smooth handoff to the human team essential an indispensable feature in conversational AI models, where automation must remain seamlessly connected to the contact center. This enables human agents to step in for case management and maintain customer trust.
Despite the fact that 44% of customers value AI for its speed and efficiency, the study identifies a notable gap: 32% of surveyed customers express a clear preference for human assistance—a contrast that becomes more pronounced in organizations with lower technological maturity. Even so, 86% believe this perception will improve as technology evolves and becomes more established.
Operations: the core of AI’s value
The study shows that companies are aware of the impact AI has on their daily operations, but as technology advances, they also need to go further in its adoption. According to the study conducted by Inconcert with IFAES and AEERC, companies are now focused on keeping all implemented projects updated and under human supervision to ensure proper application, streamline processes, and avoid bottlenecks.
However, several barriers still prevent organizations from scaling AI projects effectively. Data security and privacy have become the main challenges, concerning 63% of respondents. Around 95% consider data security and privacy management highly important in AI solutions applied to CX. Additional obstacles include lack of internal technical knowledge (51%) and implementation and maintenance costs (48%).
This concern for data security highlights the need for mechanisms and independent certifications that validate the responsible and ethical use of AI in the sector. One example is the ISO/IEC 42001:2023 standard, a global framework that establishes transparent and consistent AI management practices. Inconcert has already achieved this certification, becoming the first CX company in Spain to obtain it.
Continuous management and improvement: keys to an efficient model
Success comes when technology is combined with human judgment and precise metrics. Measuring resolution times, satisfaction, and cost per case makes it possible to identify bottlenecks and streamline processes. This becomes tangible when automation frees human teams to focus on complex case management.
To overcome these challenges, Inconcert has strengthened its operating model across three key phases: Inspeech detects, Infunnel decides, and Inagent acts.. This integration makes it possible to move from understanding what happens in the conversation to executing actions automatically, freeing human teams from repetitive tasks and allowing them to focus on higher-value, complex interactions.
Specifically, Inagent, Inconcert’s AI agent solution, optimizes workflows by interpreting messages and routing the conversation to a human agent when needed. Meanwhile, Inspeech not only analyzes 100% of interactions using generative AI to detect patterns but also triggers automations in Infunnel, executing decisions, assigning tasks, or initiating conversations proactively.
Moreover, to streamline adoption, Inconcert omnichannel cloud ecosystem centralizes contact management within intuitive solutions. Its no-code interface enables teams to design and supervise workflows without programming, ensuring operational autonomy and reducing reliance on specialized technical resources.
For this reason, AI adoption in CX is no longer measured by technological novelty but by the ability to generate consistent, traceable, and sustainable business results. Organizations that maintain updated models, clearly defined criteria, and fully integrated workflows achieve more efficient operations, an end-to-end vision of the customer journey, and a real, measurable impact on customer experience.
