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.
AI and GenAI for Customer Experience
Accelerated AI/GenAI deployment and skills transfer through structured methodologies and strategic partnerships, building SLM (Small Language Models) when needed for efficient sustainable outcomes.
GenAI for Customer Experience
Fast, secure, human-centric agentic AI to personalize journeys, automate, augment agents, and unlock data for success. Partner with us to reshape possibilities.
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
Awards & recognitions
Get more
global
Everest Group - CX Leader in EMEA in the peak Matrix® assessment 2024
global
Contact Center Hub - Best Telemarketing Provider Award for 2023
br
Probare - Selo de Ética
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Probare - Norma de Maturidade de Gestão Konecta
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Probare - Norma de Maturidade de Gestão SBD
global
Leader in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025 - EMEA
Success stories in AI & GenAI services
Financial & Insurance | Customer Experience, Sales, Sales conversion
Boosting customer satisfaction and sales for UCI
Unión de Créditos Inmobiliarios (UCI) partnered with Konecta to manage complex after-sales and loan inquiries. Their joint mission was to boost efficiency, improve customer satisfaction, and strengthen UCI’s market position.
Retail & E-commerce
Customer service channels blended deliciously for Hotel Chocolat
Hotel Chocolat aims to make people and nature happy through chocolate. And that requires exceptional levels of customer service. Harnessing technology, Konecta has provided Hotel Chocolat with a single-operation approach covering major channels. The result? A deliciously streamlined and personalized service.
Automotive, Mobility & Travel | Customer Experience
Customer care reinvented at Nissan through digital transformation
Konecta has provided multilingual customer care services to Nissan Europe since 2014; now we are evolving our partnership, using digital transformation to reinvent the Customer Experience Center, by covering 11 languages and 12 countries.
Utilities | Customer Experience
Utilita gains energy boost from seamless customer support
In today’s competitive energy markets, consumers expect seamless and always-on customer service from their providers. Konecta’s commitment to operational excellence end-to-end empowers energy provider Utilita to exceed those expectations.
Utilities | Customer Experience
Partnering with Edison Energia for outstanding value and customer care
The utilities giant Edison Energia managed to substantially increase its customer base in a highly competitive market, even with Konecta’s support and the dedication of all its collaborators. This achievement was made possible thanks to an innovative offering and positioning, high-value services, and outstanding customer support.
Latest news & insights
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.
