Evolve: A model that articulates technology, strategy, and artificial intelligence with empathy for business use.

Intelcia, a company specializing in business process outsourcing (BPO) solutions, reported a satisfaction rate of over 93% in a portfolio recovery campaign supported by artificial intelligence, predictive analytics, and chatbots, which resulted in payment commitments totaling more than $5.6 billion. This initiative is led by Evoluciona , its innovation hub based in Colombia.

The campaign stands out as one of the most representative examples of the transformation model promoted by Intelcia: integrating advanced technology with a strategic understanding of the business and a close relationship with customers and users . According to Ángela Londoño, Director of Innovation and Transformation at Intelcia Colombia, "organizations that truly want to evolve cannot separate the technological from the human."

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Evoluciona is currently the only innovation center in the BPO sector in Colombia that combines artificial intelligence, data analytics, automation, and change management with a people-centered approach. This unit operates under a conceptual formula called E = Ba × H³ × T, which represents:

Through this model, Evoluciona drives more than 20 active campaigns that employ conversational analytics tools, 12 training simulators, 10 avatars for immersive training, and four voicebots focused on key processes such as sales, collections, and negotiation.

Intelcia's results are part of a growing trend in the adoption of artificial intelligence in Latin America . According to Zendesk's CX Trends 2025 report, 74% of consumers believe that an AI that understands their voice would significantly improve their experience, and 76% expect personalized service. In parallel, IDC's Worldwide Artificial Intelligence and Automation 2025 Predictions study points to an acceleration in the adoption of intelligent technologies by companies to transform customer service and increase operational efficiency.

Faced with this context, Evoluciona responds not only with technology, but with solutions that strengthen the relationship with the end customer. "At Evoluciona, we don't develop technology for its own sake; we design intelligent relationships," Londoño points out.

In addition to the portfolio recovery case, Evoluciona has implemented 18 robots to automate operational and human resources processes, and 11 algorithms that optimize results in areas such as retention, sales, and talent management. These tools have contributed to improving operational performance and strengthening strategic decision-making across various industries.

Intelcia thus reaffirms its commitment to a transformation that is not limited to the use of technology, but rather focuses on strengthening human value at every point of contact.

*This content was rewritten with the assistance of artificial intelligence, based on information from Intelcia.