Konecta launches Kolibri AI platform for customer ops

Konecta has launched Kolibri, an agentic AI orchestration platform for customer experience, aimed at helping enterprises move AI projects into production more quickly.

Kolibri includes a library of pre-built use cases for customer operations that are up to 80% complete before being adapted to a client's systems, sector, workflows and business objectives. It covers billing management, technical support, appointment booking, claims handling, collections, returns and refunds, order tracking, voice of customer, and email triage.

The Madrid-headquartered customer experience and digital services group said the platform builds on its 25 years in customer operations, work with more than 500 clients, and more than one million daily customer resolutions. It is intended to address a common problem for companies that have tested AI tools but struggled to integrate them into live business processes.

According to Konecta, the system is designed to let AI agents do more than answer queries, enabling them to update records, process transactions and complete workflows from start to finish. Each decision is logged and can be audited in real time, while human staff remain involved for oversight, quality control and escalation.

Open model

Konecta said the platform has an open architecture that allows it to connect with existing customer relationship management, contact centre, data, ticketing and communications systems. Kolibri can orchestrate tools from partners including Google Cloud, ElevenLabs, Uniphore, CrewAI, NICE and Salesforce.

This approach is intended to let clients switch models or providers as AI systems evolve, rather than tie deployments to a single vendor. The platform is aimed at organisations in regulated and operationally complex industries including banking, telecommunications, energy, mobility, retail, and travel and tourism.

Kolibri also sits within Konecta's ISO 42001-certified AI management framework. Cybersecurity controls, compliance policies, observability and audit trails are built into each deployment.

Cost focus

Konecta is also using a commercial model based on business use cases rather than per-agent licensing or token-based pricing. This is intended to give organisations clearer control over costs as deployments scale.

Built-in FinOps dashboards show token consumption and AI computing costs in real time, according to the company. This allows organisations to direct workloads to lower-cost models where appropriate and monitor spending more closely.

Nourdine Bihmane, Chief Executive Officer of Konecta, said many AI programmes fail before reaching production because organisations lack operational knowledge rather than technical ambition.

"We have watched hundreds of AI projects fail, not in the demo, but on the way to production. The gap is never the technology. It is the absence of operational knowledge: what regulated industries actually require, how real customer interactions actually behave, where the edge cases live. That knowledge takes decades to build. We built it. Kolibri is how we make it deployable," Bihmane said.

He added that Konecta plans to remain directly involved after deployment rather than act only as a software supplier.

"We are not here to sell software and walk away," Bihmane said.

"When Kolibri goes live, Konecta's own people are running it alongside the client. We have skin in the game in a way that a pure technology vendor never does, as we commit to your business outcome. That changes everything about how you build a platform," he said.

Konecta employs 109,000 people across 28 countries and works in 30 languages across four continents. The company reports annual revenue of €2 billion.