Atento Luxco 1 (“Atento” or the “Company”), one of the world's largest providers of customer relationship management and business process outsourcing (CRM/BPO) services, and a sector leader in Latin America, solidifies its transformative role in Business Transformation Outsourcing. Through its innovative offerings 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 various industries.
Since implementing its strategy based on proprietary technology, artificial intelligence, and intelligent automation, Atento is transforming 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 be expanded 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 InsightsWith over 125,000 hours of processed data, this solution facilitates strategic decision-making through advanced data analysis.
- Knowledge AssistantVirtual assistants that handle up to 125,000 interactions with clients and collaborators.
- Smart RecruiterAutomation of the recruitment process, with approximately 250 defined profiles and approximately 150,000 interviews conducted, optimizing the candidate experience and accelerating talent selection.
- Atento ConversationsGenerative conversational platform with over 32 million interactions and multiple advanced conversational AI proof-of-concepts under development for base customers.
- Corporate ChatInternal corporate chat that addressed over 675,000 questions and answers for almost 8,000 users, improving productivity and the employee experience.
- Dynamic Automation PlatformPlatform with 5,500 active users to date, facilitating the intelligent automation of repetitive tasks and business processes.
- QualistoreReal-time quality tool with over 25,000 users across four countries, focused on continuous improvement of CX processes. A key feature is gamification, incorporating elements like points and rankings, encouraging employee active participation in training. This creates a competitive and fun environment where users can track their progress and engage more with learning activities. This approach not only boosts motivation but also fosters a more dynamic and collaborative environment, promoting continuous team development.
- Integrated LoginSmart authentication solution already implemented for numerous clients and thousands of users, strengthening security and access experience in digital environments.
At Atento, we integrate Artificial Intelligence into 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 more than 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, 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, and others.
- BankerAtento Insights is also used to analyze service interactions in depth, identifying critical areas and improvement opportunities. To increase customer satisfaction at a major bank, the tool was used to pinpoint the primary causes of dissatisfaction in the CSAT survey, and the root cause was identified via human analysis. Approximately 10 friction points related to communication problems were identified, and the AI suggested 4 initiatives to achieve process improvements. This resulted in a 3.5% increase in CSAT and a 5% reduction in the callback rate within just two months. This work also maintained a resolution stability of 82% across channels.
- Energy: A large energy company relied on AI Studio to improve its customer complaint processes related to installment billing, identifying the main reasons for dissatisfaction and developing prompts that would help agents display more empathy, identify the root cause of complaints, and successfully guide the customer. This resulted in a better overall experience and a 8.64% increase in customer satisfaction scores and a 9% increase in NPS, with a 65% reduction in the number of dissatisfied customers.
- Payments Department/Sector We implemented AI Studio resources for a payments company aiming to reduce customer migration to critical channels, ensuring improved engagement and satisfaction for the end-client. The implementation allowed us to contextually analyze interactions, enabling precise problem identification and solution adoption, guaranteeing each case was monitored to resolution. With a 22% reduction in leakage between January and December 2024, we demonstrated a substantial improvement in operational efficiency. Furthermore, agent training and collaboration between the Quality and Innovation departments yielded valuable insights, further enhancing service quality. These advancements are reflected in satisfaction metrics such as CSAT, which increased by 4%, and NPS, up by 31%, exhibiting an upward trend during the period.
