Under the theme “TheSoul of CX”, the Global CX Forum 2025took place in Mexico City from March 10 to 12.This year’s event focused on the latest trends, challenges, and strategies shaping the future of customer experience, covering key topics such as artificial intelligence, personalization, omnichannel engagement, and the evolving role of talent in the digital era.
Inconcert Unveils Inagent: The Next Evolution of AI Agents
Asa key participant in the event, Inconcert introduced Inagent, its innovative AI agent solution designed to transform omnichannel customer interactions in contact centers.
Duringhis keynote, Armando Trivellato, Head of Growth at Inconcert, highlighted the industry’s pivotal shift from Generative AI—which generates responses based on prompts—to Agentic AI, a new generation of artificial intelligence with advanced language comprehension, reasoning capabilities, and autonomous decision-making.
“AI is no longer just a virtual assistant answering questions—it has evolved into a true agent capable of managing complex conversations and delivering real-time solutions. With Inagent, companies can scale their customer service operations without losing the human touch, ensuring more natural, proactive, and efficient interactions,” said Trivellato.
Attendeesalso experienced a live demonstration of Inagent in a telecom debt collection scenario. This hands-on session showcased how the solution enables personalized interactions, boosts operational efficiency, and strengthens customer relationships. With its intuitive interface and advanced features like the supervision panel, Inagent empowers businesses to manage real-time interactions while maintaining full control and service quality.
The Future of CX Starts Now
Inconcert’s presence at the Global CX Forum 2025 reinforcesits commitment to customer experience innovation. With the launch of Inagent, the company demonstrates how AI can enhance contact centers while preserving the human connection. As digital transformation accelerates, solutions like Inagent are setting the standard for a more agile, personalized, and efficient customer experience.
