Atento Luxco 1 ("Atento" or the "Company"), one of the world's largest providers of customer relationship management and business process outsourcing (CRM/BTO) services and a sector leader in Latin America, consolidates its transformative role in the Business Transformation Outsourcing sector. Through its innovative offering of solutions aimed at enhancing Customer Experience (CX) and Employee Experience (EX), the company redefines the way brands interact with their customers, democratizing access to advanced high-impact technologies across various sectors.
Based on the implementation of your strategy rooted in 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 it continues to be expanded to many others across all regions. Thanks to the development of its technology ecosystem, the company achieved remarkable results that reflect its ability to scale innovation:
- Advanced InsightsWith over 125,000 hours of processes analyzed, this solution facilitates strategic decision-making through advanced data analysis.
- Knowledge AssistantVirtual assistants that handle up to 125,000 interactions with clients and employees.
- Smart RecruiterAutomation of the recruitment process with around 250 defined profiles and approximately 150,000 interviews conducted, optimizing the candidate experience and accelerating talent selection.
- Attentive ConversationsGenerative conversational platform with over 32 million interactions and several proof-of-concept projects for advanced conversational AI in development for the customer base.
- Corporate ChatInternal corporate chat that handled over 675,000 questions and answers for nearly 8,000 users, improving productivity and employee experience.
- Plataforma de Automação DinâmicaPlatform with 5,500 active users to date, facilitating intelligent automation of repetitive tasks and business processes.
- QualistoreReal-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 such as 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 the continuous development of teams.
- Integrated LoginIntelligent authentication solution already implemented for various clients and thousands of users, enhancing 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: to democratize access to advanced technologies and turn 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 integrated artificial intelligence into critical processes, enhancing efficiency, personalization, and scalability for its clients worldwide. Much of these solutions are concentrated in Atento AI Studio, its AI platform designed to transform customer experience and operational efficiency in secure environments. It is currently impacting companies in sectors such as finance, energy, payments, among others.
- Bank clerkAtento Insights is also used to analyze service interactions in depth, to identify critical areas and opportunities for improvement. With the aim of increasing customer satisfaction for a large bank, the tool was used to identify the main reasons for dissatisfaction in the CSAT survey and the root cause that resulted from human analysis intervention. Approximately 10 friction points related to communication issues were identified, and AI suggested 4 initiatives to improve processes, resulting in a 3.5% increase in CSAT and a 5% reduction in re-call rate within just 2 months. With this work, it was also possible to maintain an 82% resolution stability in the channels.
- EnergyA large energy company relied on AI Studio to improve its customer complaint processes related to installment payments, identifying the main causes of dissatisfaction and developing prompts that would help agents show more empathy, identify the root cause of complaints, and successfully guide the customer. 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.
- Payments DepartmentWe implemented AI Studio resources for a payments industry company with the goal 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 analyze interactions contextually, allowing us to accurately identify problems and adopt solutions, ensuring that each case was monitored until resolution. With a 22% reduction in leaks between January and December 2024, we demonstrated a substantial improvement in operational efficiency. Furthermore, the training of agents and the collaboration between the Quality and Innovation departments resulted in valuable insights that further improved the quality of the service. These advances are reflected in satisfaction metrics, such as CSAT, with a 4% increase, and NPS, with 31%, which showed an upward trend during the period.
