Atento Luxco 1 (“Atento” or the “Company”), one of the world’s largest providers of customer relationship management and business process outsourcing services (CRM/BTO) and the industry leader in Latin America, consolidates its transformative role in the Business Transformation Outsourcing sector. Through its innovative offering of solutions designed to enhance Customer Experience (CX) and Employee Experience (EX), the company redefines how brands interact with their customers, democratizing access to high-impact advanced technologies across different sectors.
Through the implementation of its strategy based on proprietary technology, artificial intelligence, and intelligent automation, Atento transforms key processes in customer service. This evolution translates into hyper-personalized experiences, more intuitive interactions, and more efficient operations for nearly 100 clients currently, and continues to expand to many others across all regions. Thanks to the development of its technology ecosystem, the company has achieved remarkable results that reflect its ability to scale innovation:
- Advanced Insights: With over 125,000 hours of analyzed processes, this solution facilitates strategic decision-making through advanced data analytics.
- Knowledge Assistant: Virtual assistants that handle up to 125,000 interactions with customers and employees.
- Smart Recruiter: Automation of the recruitment process with around 250 defined profiles and approximately 150,000 interviews conducted, optimizing the candidate experience and accelerating talent selection.
- Atento Conversations: Generative conversational platform with over 32 million interactions and several advanced conversational AI proof-of-concepts in development for clients.
- Corporate Chat: Internal corporate chat that handled over 675,000 questions and answers for nearly 8,000 users, improving productivity and employee experience.
- Dynamic Automation Platform: Platform with 5,500 active users to date, facilitating intelligent automation of repetitive tasks and business processes.
- Qualistore: Real-time quality tool with over 25,000 users in 4 countries, focused on continuous improvement of CX processes. One of its most notable features is gamification, which includes elements like points and rankings, encouraging employees to actively participate in training, creating a competitive and fun environment where users can track their progress and engage more in learning activities. This approach not only increases motivation but also contributes to a more dynamic and collaborative environment, promoting continuous team development.
- Integrated Login: Intelligent authentication solution already implemented for various clients and thousands of users, strengthening security and access experience in digital environments.
“At Atento, we integrate Artificial Intelligence at the core of our solutions so that any company, regardless of its size or digital maturity, can benefit from it,” says Dimitrius Oliveira, CEO of Atento. “With over 100,000 people, we are focused on developing, scaling, and democratizing AI advancements. Our goal is clear: democratize access to advanced technologies and transform innovation into tangible results for customer and employee experience,” he concludes.
Taking customer experience to the next level
Through its proprietary solutions ecosystem, Atento has integrated artificial intelligence into critical processes, improving efficiency, personalization, and scalability for its clients worldwide. Many of these solutions are concentrated in Atento AI Studio, its AI platform designed to transform customer experience and operational efficiency in secure environments. Currently, it is already impacting companies in sectors such as finance, energy, payments, and others.
- Banking: Atento Insights is also applied to deeply analyze service interactions to identify critical areas and improvement opportunities. Aiming to increase customer satisfaction for a major bank, the tool was used to identify the main reasons for dissatisfaction in the CSAT survey and the root cause derived from human analysis intervention. Approximately 10 friction points related to communication issues were identified, and AI suggested 4 initiatives to achieve process improvements, resulting in a 3.5% increase in CSAT within just 2 months, along with a 5% reduction in callback rates. This work also maintained an 82% resolution stability in the channels.
- Energy:A major energy company relied on AI Studio to improve customer complaint processes related to installment payments, identifying the main reasons for dissatisfaction and developing prompts to help agents show more empathy, identify the root cause of complaints, and successfully guide customers. This provided a better end experience and achieved an 8.64% increase in customer satisfaction and a 9% increase in NPS, with a 65% reduction in dissatisfied customers.
- Payments Sector:We implemented AI Studio features for a payments sector company to reduce customer migration to critical channels, ensuring better engagement and end-customer satisfaction. With the implementation, we were able to contextually analyze interactions, allowing precise problem identification and solution adoption, ensuring each case was monitored until resolution. With a 22% reduction in leaks between January and December 2024, we demonstrated substantial operational efficiency improvement. Additionally, agent training and collaboration between Quality and Innovation teams resulted in valuable insights that further enhanced service quality. These advances are reflected in satisfaction metrics, such as CSAT, with a 4% increase, and NPS, at 31%, showing an upward trend during the period.
