Atento Luxco 1 (“Attento” or “Company”), one of the world’s largest providers of customer relationship management services and business process outsourcing (CRM/BTO) and industry leader in Latin America, consolidates its transformative role in the business sector Transformation Outsourcing. Through its innovative offering of solutions aimed at improving the customer experience (CX) and the experience of the EX employee), the company redefines the way brands interact with their customers, democratizing access to high-impact advanced technologies in different sectors.
From 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 hyperpersonalized experiences, more intuitive interactions and more efficient operations for nearly 100 customers today, and continues to be expanded to many others in 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 more than 125,000 hours of processes analyzed, this solution facilitates strategic decision-making through advanced data analysis.
- Knowledge Assistant: Virtual assistants that add up to 125 thousand interactions with customers and employees.
- smart recruiter: Automation of the recruitment process with about 250 profiles defined and approximately 150 thousand interviews carried out, optimizing the candidate’s experience and accelerating the selection of talents.
- Attentive Conversations: Generative conversational platform with more than 32 million interactions and several advanced conversational AI concepts in development for base customers.
- corporate chat: Internal corporate chat that dealt with more than 675 thousand questions and answers to almost 8 thousand users, improving productivity and the employee’s experience.
- Dynamic Automation Platform: Platform with 5,500 active users to date, facilitating the intelligent automation of repetitive tasks and business processes.
- quaistore: Real-time quality tool with more than 25 thousand users in 4 countries, focused on the continuous improvement of CX processes. One of its most striking features is gamification, which includes elements such as points and classifications, encouraging employees to actively participate in training, creating a competitive and fun environment where users can follow their progress and participate more in learning activities. This approach not only increases motivation, but also contributes to a more dynamic and collaborative environment, promoting the continuous development of teams.
- integrated login: Smart authentication solution already implemented for several customers and thousands of users, which strengthens security and access experience in digital environments.
“An Atento, we integrate artificial intelligence at the center 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 more than 100,000 people, we are focused on developing, dimensioning and democratizing the advances of AI. Our goal is clear: to democratize access to advanced technologies and transform innovation into concrete results for the customer and employee experience”, he concludes.
Taking the customer experience to the next level
Through its ecosystem of proprietary solutions, Atento has integrated artificial intelligence with critical processes, improving efficiency, customization and scalability for its customers around the world. Most of these solutions are focused on Atento AI Studio, its AI platform designed to transform customer experience and operational efficiency into safe environments. Currently, it is already impacting companies in sectors such as finance, energy, payments, among others.
- Banking: Attentive Insights is also applied to analyze in-depth service interactions, to identify critical areas and opportunities for improvement. In order to increase the customer satisfaction of a large bank, the tool was used to identify the main reasons for dissatisfaction in the CSAT research and the root cause that derived from the intervention of human analysis. Approximately 10 friction points related to communication problems were identified and AI indicated 04 initiatives to achieve process improvements and, thus, achieve, in a period of only 2 months, a 3.5% increase in CSAT, in addition to a 5% reduction in Recall rate. With this work, it was also possible to maintain the stability of 82% of resolution in the channels.
- Energy: A large energy company relied on AI Studio to improve the complaint processes of its customers related to payment in installments, identifying the main reasons for dissatisfaction and developing prompts that would help agents to have more empathy, identify the root cause of complaints and guide the customer with success. This provided a better final experience and managed to increase the customer satisfaction indicator by 8.64% and the NPS by 9%, with a 65% reduction in the number of dissatisfied customers.
- Payment Sector: We implemented AI Studio resources for a payments industry company with the aim of reducing customer migration to critical channels, ensuring that the operation has better engagement and end-customer satisfaction. With the implementation, we were able to contextually analyze the interactions, allowing to accurately identify the problems and adopt solutions, ensuring that each case was monitored until the resolution. With a 22% reduction in leaks between January and December 2024, we demonstrate a substantial improvement in operational efficiency. In addition, training of agents and collaboration between the areas of quality and innovation resulted in valuable insights that further improved the quality of the service. These advances are reflected in satisfaction metrics, such as CSAT, with an increase of 4%, and NPS, with 31%, which showed an upward trend in the period.
