AI & GenAI services
AI is transforming how businesses connect with customers.
Unlock exceptional experiences, empower your teams, and strengthen your brand with AI-powered solutions.
Now, the explosion in GenAI is reshaping experiences by generating intelligence while continuously refining and enhancing its output. Yet while the amazing potential of AI and GenAI expands and multiplies, so can the risks if your roadmap is not carefully implemented. As your partner, we take a highly agile approach so you get early value while continuing to evolve as technologies advance. We’re always expanding our capabilities, including the Konecta (Gen)AI Platform with agent augmentation (copilots) and experience automation (autopilots/task automation).
75%
of enterprises expect to embed AI by 2025 (Source: Gartner)
+20%
rise in agent productivity with AI (Source: Bain & Company)
15%
increase in customer satisfaction with AI (Source: McKinsey)
20-40%
shorter product development cycle with AI (Source: McKinsey)
Our AI and GenAI services
AI/GenAI Readiness and Strategy
Assessing and prioritizing use cases and devising your optimal roadmap (data strategy, use case/ technology deployment), based on expected benefits and the readiness of your business.
Use Case Development & Implementation
Accelerated AI/GenAI deployment and skills transfer through structured methodologies and strategic partnerships, building SLM (Small Language Models) when needed for efficient sustainable outcomes.
Managed AI/GenAI Services & Platforms
Ongoing support, maintenance, engineering and fine-tuning of your AI apps and algorithms to keep their value growing and your capabilities evolving.
Sector-specific Solutions with SLM
Tailored solutions for specific sectors, journeys or business processes with dedicated SLM (Small Language Models) for precision and impact.
#1
Quick wins and game-changers
#2
Upskilled team
#3
Agility and scalability
#4
Low risk
#5
Accelerated AI/GenAI journey
#6
End-to-end capabilities
Golden use cases deliver high value early to drive progress and build momentum – and the results will just keep coming
Throughout your journey, our experts will work hand in glove with your teams, transferring experience and know-how to build your in-house capabilities
AI/GenAI technologies keep advancing, and so can you with Konecta. Our approach has agility and scalability built-in, so you’re in control and your investments are future-proof
We’ll always be here to guide you, bringing real-world experience, exemplar use cases, extensive data science and digital expertise, plus proven solutions to mitigate risk.
Our Use Case Factory includes pre-built use cases and a dedicated Development Squad to fast-track your deployments and AI/GenAI maturity
From the cutting edge of our Innovation Lab to the assurance of our fully managed services, you can access any best-of-breed AI/GenAI capabilities you need
Success stories in AI & GenAI services
Telecoms, Media & Technology | Customer Experience
Entertainment giant Netflix and Konecta team up on Spanish customer service
In 2024, Konecta partnered with Netflix to deliver premium Spanish-language customer service across Latin America and the U.S. from its Lima, Peru facilities. This collaboration highlights Konecta’s expertise in Latin American customer support and alignment with Netflix’s culture and values.
Retail & E-commerce | Customer Experience
Talks, a personal space with Ferrnando Garcia, Customer Experience Sr Director at Mercado Libre
Konecta supports all Mercado Libre units (Pago, Envíos, Mediaciones, Marketplace) with high customer experience services via chat, C2C, and email, following their guidelines and based on a "continuous beta" operational model, matching Mercado Libre's approach.
Utilities | Employee Experience
Ekwateur and Konecta: getting closer to go further
Since 2021, Konecta has been supporting Ekwateur to manage customer relations, using its expertise across employee experience to build loyalty, develop Ekwateur's customer portfolio and power the scale-up’s growth.
Automotive, Mobility & Travel | Customer Experience, Sales
Sem Parar and Konecta: using Whatsapp to transform telesales
A leading automatic payments provider wanted to transform its telesales approach, in order to sell more at lower cost. Konecta’s highly-effective solution, involving WhatsApp and better use of Sem Parar’s customer databases, has delivered impressive growth in conversions and efficiency.
Telecoms, Media & Technology
Paris 2024: Transforming the digital experience with generative AI
Konecta developed a multilingual, multichannel digital platform leveraging generative AI to deliver a unique digital experience for the Paris 2024 Olympic and Paralympic Games.
Questions & answers
How can AI & GenAI improve business efficiency?
AI and GenAI allow organizations to make smarter decisions faster by automating tasks, reducing handling times, and operating 24/7. They extract insights from customer data and enhance workflows with co-pilot and auto-pilot features, letting humans focus on complex activities.
What are the key challenges in implementing AI & GenAI?
Scaling AI and GenAI is not plug-and-play but requires data consolidation, governance, integration with legacy systems, change management and upskilling. A clear CX strategy, strong compliance framework, and a phased roadmap are key to prove tangible ROI.
How do AI-driven solutions personalize customer experiences?
By analyzing real-time behavioral, transactional, and contextual data across all channels, AI solutions personalize CX and provide hyper-relevant interactions - whether through digital nudging, personalized scripts for agents, or even full automation of simple journeys.
How does Konecta’s AI technology transform customer experience?
Konecta’s AI and GenAI suite blends AI autonomy with human oversight. Our hybrid agentic model supports agents with co-pilot - real-time with nudges, scripts, and task automation - and auto-pilot capabilities - routine inquiries - for faster resolutions, consistent experiences, and measurable impact on NPS, FCR, and cost-to-serve.
How does Konecta balance AI automation with the human touch in CX?
Konecta’s hybrid agentic framework amplifies, not replaces, humans. AI handles repetitive tasks, while humans manage complex or emotionally sensitive cases. Real-time co-pilot guides, without controlling, and preserves agent empathy and judgment. This synergy empowers agents, and boosts engagement, and trust with customers.
Can Konecta’s AI help businesses improve response times?
Konecta’s AI stack is designed to reduce Average Handling Time (AHT), without compromising quality, by automating task execution, pre-populating forms, and delivering real-time agent guidance. Auto-pilot solutions handle up to 50% of inbound contacts autonomously, while co-pilot reduces time spent on routine processes like call summarization or compliance checks.
