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 leader in the sector 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 advanced, high-impact technologies across different sectors.
Through the implementation of its strategy based on proprietary technology, artificial intelligence, and intelligent automation, Atento is transforming key customer service processes. 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 more 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 analysis.
- Knowledge Assistant : Virtual assistants that handle up to 125,000 interactions with customers and employees.
- Smart Recruiter : Automates the recruitment process with approximately 250 defined profiles and around 150,000 interviews conducted, optimizing the candidate experience and accelerating talent selection.
- Atento Conversations : A generative conversational platform with over 32 million interactions and several advanced conversational AI proof-of-concept projects under development for existing clients.
- Corporate Chat : An internal corporate chat platform that handled over 675,000 questions and answers for nearly 8,000 users, improving productivity and employee experience.
- Dynamic Automation Platform : A platform with 5,500 active users to date, facilitating the intelligent automation of repetitive tasks and business processes.
- Qualistore : A real-time quality tool with over 25,000 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 rankings, encouraging employees to actively participate in training, creating a competitive and fun environment where users can track 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 : An intelligent authentication solution already implemented for numerous clients and thousands of users, which strengthens security and the access experience in digital environments.
“At Atento, we integrate Artificial Intelligence at the heart 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 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 into critical processes, improving efficiency, personalization, and scalability for its clients worldwide. Much of this is concentrated in Atento AI Studio, its AI platform designed to transform customer experience and operational efficiency in secure environments. It is already impacting companies in sectors such as finance, energy, payments, and others.
- Banking : Atento Insights is also used to analyze service interactions in depth, identifying critical areas and opportunities for improvement. With the goal of increasing customer satisfaction at a large bank, the tool was used to identify the main reasons for dissatisfaction in the CSAT survey and the root cause, which resulted from human analysis intervention. Approximately 10 friction points related to communication problems were identified, and the AI indicated 4 initiatives to achieve process improvements, thus achieving, in a period of only 2 months, a 3.5% increase in CSAT, as well as a 5% reduction in the callback rate. This work also allowed the bank to maintain a stable 82% resolution rate across all channels.
- Energy: A large energy company relied on AI Studio to improve its customer complaint processes related to installment payments, identifying the main reasons for dissatisfaction and developing prompts that would help agents be more empathetic, identify the root cause of complaints, and successfully guide the customer. This resulted in a better end-user 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 Sector: We implemented AI Studio features for a payments company with the goal of reducing customer migration to critical channels, ensuring better engagement and end-customer satisfaction. With the implementation, we were able to contextually analyze interactions, allowing us to accurately identify problems and adopt solutions, ensuring that each case was monitored until resolution. With a 22% reduction in data breaches between January and December 2024, we demonstrated a substantial improvement in operational efficiency. Furthermore, agent training and collaboration between the Quality and Innovation areas resulted in valuable insights that further improved service quality. These advancements are reflected in satisfaction metrics such as CSAT, with a 4% increase, and NPS, with 31%, which showed an upward trend during the period.
