Konecta Debuts Kolibri to End AI Pilot Purgatory

The Gist

• Agentic AI launch. Konecta introduces Kolibri to speed enterprise AI deployment.

• Operational expertise applied. Platform draws on 25 years of CX knowledge and pre-built use cases.

• Enterprise impact focus. Regulated-sector leaders gain scalable, secure automation to clear AI deployment barriers.

Konecta, a global customer experience and business process outsourcing provider, on June 16 launched Kolibri, an agentic AI orchestration platform designed to move enterprises from AI experimentation to production. The platform is available now.

According to Konecta, Kolibri offers a library of agentic AI use cases up to 80% pre-built, tested and secured, with the remaining 20% tailored to each client's systems and workflows. It integrates with technologies from Google Cloud, ElevenLabs, Uniphore, CrewAI, NiCE and Salesforce.

Kolibri targets regulated sectors including banking, telecommunications, energy, retail and travel. Konecta's ISO 42001-certified AI management framework underpins it, embedding cybersecurity controls, compliance policies and audit trails into every deployment.

Table of Contents

• Kolibri Feature Breakdown
• Recent Konecta News
• Agentic AI in Enterprise CX Operations
• Konecta Background

Kolibri Feature Breakdown

Capability	Description
Pre-built use case library	Up to 80% pre-built agentic AI use cases across industries
Ready-to-deploy CX workflows	Covers billing, technical support, claims and collections
Real-time audit logging	Every AI decision logged and auditable
FinOps dashboards	Real-time visibility into token consumption and AI compute costs
ISO 42001 governance	Certified AI management framework with compliance controls

Recent Konecta News

Konecta has repositioned itself from a traditional BPO provider to an AI-powered CX platform vendor, anchored by its Katalyst 2028 roadmap. The shift gained momentum in late 2025 with a CrewAI lead consulting partnership across Europe and Latin America, which the company said reduced QA cycle time 96% for one client, plus selection into Kraken's inaugural BPO Partner Program.

In 2026, a Global Platinum Partnership with NiCE opened co-innovation access to the CXone CCaaS platform, and a Lenovo alliance extended AI-driven digital workplace services to more than 100,000 employees globally.

Agentic AI in Enterprise CX Operations

Agentic AI orchestration is delivering measurable results in enterprise customer operations, reshaping architecture decisions, governance standards and investment cases.

How Orchestration Architecture Works

Unlike traditional chatbots, agentic systems reason, plan and execute multi-step tasks independently, ingesting multiple data streams and coordinating responses across enterprise platforms. As earlier CMSWire reporting noted, governed orchestration, which constrains AI behavior through business logic and real-time monitoring, is emerging as the design standard.

Intent classification, workflow construction, routing and compliance monitoring now run natively within these systems, cutting resolution time by eliminating queue-bouncing.

Human-in-the-Loop Governance

The operational model is shifting from human-assisted AI to AI-powered human workflows. Agents handle routine resolution while staff focus on governance, compliance and complex interactions.

Governed AI agents matter most in regulated sectors, where effective handoffs to human-in-the-loop agents reduce compliance risk under frameworks like the EU AI Act. All AI actions are logged, auditable and constrained by business logic.

What Comes Next

Gartner projected that agentic AI will autonomously resolve 80% of common customer service issues without human intervention by 2029, driving a 30% reduction in operational costs.

Konecta Background

Konecta is a global BPO provider serving enterprise CIOs and CX leaders in regulated or high-volume sectors. Founded in 1999 and headquartered in Madrid, it operates across 28 countries.

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