Rodrigo Méndez, our Regional Sales Manager, represented Collab at CRIC Chile, meeting leaders from across the CX, CRM, BPO, and BI ecosystem.
Events like this one are useful to us mostly as a listening exercise. What came up again and again was less about whether to adopt AI and more about where to put it, and how to keep it accountable once it is live.
Rodrigo spent much of the day answering questions on exactly that. A few that kept returning:
Where do virtual agents actually work, and where do they fail? They handle high-volume, well-defined intents end to end. They fail when they are asked to improvise, which is why escalation with full context matters more than containment rate.
How do you stop the AI from inventing answers? By grounding it in your own content and keeping a human in the loop on the interactions that carry risk.
Does multichannel mean one inbox or one conversation? One conversation. If the customer has to repeat themselves when they switch channel, the integration was cosmetic.
Thanks to the CRIC team and to everyone who stopped by. If we spoke in Santiago and something is still open, talk to us.