Atento Luxco 1 (“Atento” cyangwa “Sosiyete”), umwe mu batanga amasoko manini ku isi mu gucunga imikoranire y’abakiriya no gutanga serivisi z’ubucuruzi (CRM / BTO) akaba n'umuyobozi mu murenge muri Amerika y'Epfo, ashimangira uruhare rwayo mu bikorwa byo guhindura imishinga mu bucuruzi. Binyuze mu guhanga udushya twibisubizo bigamije kuzamura ubunararibonye bwabakiriya (CX) nuburambe bwabakozi (EX), isosiyete isobanura uburyo ibirango bikorana nabakiriya babo, bigaha demokarasi uburyo bwo gukoresha ikoranabuhanga ryateye imbere, rifite ingaruka zikomeye mubice bitandukanye.
Binyuze mu ishyirwa mu bikorwa ry’ingamba zayo zishingiye ku ikoranabuhanga ryihariye, ubwenge bw’ubukorikori, hamwe n’ubwikorezi bwubwenge, Atento ihindura inzira zingenzi za serivisi zabakiriya. Ihindagurika risobanurwa mubyabaye byihariye-byihariye, imikoranire yimbitse, hamwe nibikorwa byiza kubakiriya bagera kuri 100 muri iki gihe, kandi bikomeza kwaguka kuri byinshi mu turere twose. Bitewe niterambere ryibidukikije byikoranabuhanga, isosiyete yageze ku musaruro udasanzwe ugaragaza ubushobozi bwayo bwo gupima udushya.
- Ubushishozi buhanitse : Hamwe namasaha arenga 125.000 yuburyo bwasesenguwe, iki gisubizo cyorohereza gufata ibyemezo hifashishijwe isesengura ryamakuru.
- Umufasha wubumenyi : Abafasha ba Virtual bakora imikoranire igera ku 125.000 nabakiriya n'abakozi.
- Umukoresha wa Smart Recruiter : Ihindura gahunda yo gushaka abakozi hamwe na profil zigera kuri 250 zasobanuwe hamwe n’ibiganiro bigera ku 150.000 byakozwe, bigahindura uburambe bwabakandida no kwihutisha guhitamo impano.
- Ibiganiro bya Atento : Ihuriro ryibiganiro bitanga umusaruro urenga miriyoni 32 hamwe niterambere ryinshi ryibiganiro bya AI-byerekana-ibitekerezo biri gutezwa imbere kubakiriya basanzwe.
- Ikiganiro rusange : Ikiganiro cyimbere mubigo byakemuye ibibazo nibisubizo birenga 675.000 kubakoresha hafi 8000, bitezimbere umusaruro nuburambe bwabakozi.
- Dynamic Automation Platform : Ihuriro rifite abakoresha 5.500 bakora kugeza ubu, ryoroshya ubwenge bwubwenge bwimirimo isubirwamo nibikorwa byubucuruzi.
- Qualistore : Igikoresho nyacyo-cyiza gifite abakoresha barenga 25.000 mubihugu 4, byibanze ku kunoza imikorere ya CX. Kimwe mu bintu bigaragara cyane ni ugukina imikino, ikubiyemo ibintu nk'amanota n'urutonde, gushishikariza abakozi kugira uruhare rugaragara mu mahugurwa, gushyiraho ibidukikije bihiganwa kandi bishimishije aho abakoresha bashobora gukurikirana iterambere ryabo kandi bakitabira byinshi mu bikorwa byo kwiga. Ubu buryo ntabwo bwongera imbaraga gusa ahubwo binagira uruhare mubidukikije bigenda bitera imbaraga kandi bifatanya, biteza imbere iterambere ryamakipe.
- Kwinjira Kwinjira : Igisubizo cyubwenge cyemewe kimaze gushyirwa mubikorwa kubakiriya benshi nibihumbi byabakoresha, bishimangira umutekano hamwe nuburambe bwo kugera mubidukikije.
Umuyobozi mukuru wa Atento, Dimitrius Oliveira agira ati: "Kuri Atento, duhuza Intelligence Intelligence mu mutima w'ibisubizo byacu kugira ngo isosiyete iyo ari yo yose, tutitaye ku bunini bwayo cyangwa mu buryo bwa digitale, ishobora kubyungukiramo." Yashoje agira ati: "Hamwe n'abantu barenga 100.000, twibanze ku iterambere, gupima, no guharanira demokarasi iterambere rya AI. Intego yacu irasobanutse: guharanira demokarasi kugera ku ikoranabuhanga rigezweho no guhindura udushya mu bisubizo bifatika ku bakiriya no ku bakozi."
Gufata uburambe bwabakiriya kurwego rukurikira.
Binyuze mu bidukikije by’ibisubizo byihariye, Atento yinjije ubwenge bwubukorikori mubikorwa bikomeye, bitezimbere imikorere, kwimenyekanisha, hamwe nubunini kubakiriya bayo kwisi yose. Ibyinshi muribi byibanze muri Atento AI Studio, urubuga rwayo rwa AI rwagenewe guhindura uburambe bwabakiriya no gukora neza mubidukikije bifite umutekano. Isanzwe igira ingaruka kumasosiyete mubice nkimari, ingufu, ubwishyu, nibindi.
- Amabanki : Ubushishozi bwa Atento nabwo bukoreshwa mu gusesengura imikoranire ya serivisi mu buryo bwimbitse, kumenya ahantu h'ingenzi n'amahirwe yo gutera imbere. Hamwe nintego yo kongera kunyurwa kwabakiriya muri banki nini, igikoresho cyakoreshejwe kugirango hamenyekane impamvu nyamukuru zitera kutanyurwa mubushakashatsi bwa CSAT nimpamvu yabyo, byaturutse kubikorwa byo gusesengura abantu. Haragaragaye ingingo zigera ku 10 ziterwa n’ibibazo by’itumanaho, kandi AI yerekanye ingamba 4 zo kugera ku iterambere, bityo bigerwaho, mu gihe cy’amezi 2 gusa, kwiyongera kwa 3.5% muri CSAT, ndetse no kugabanuka kwa 5%. Uyu murimo kandi watumye banki ikomeza igipimo gihamye cya 82% mumihanda yose.
- Ingufu: Isosiyete nini y’ingufu yashingiye kuri AI Studio kugirango itezimbere abakiriya bayo ibirego bijyanye no kwishyura mu byiciro, igaragaza impamvu nyamukuru zituma batanyurwa kandi batezimbere ibyifuzo byafasha abakozi kurushaho kubabarana, kumenya intandaro y’ibibazo, no kuyobora neza abakiriya. Ibi byavuyemo ubunararibonye bwumukoresha wa nyuma kandi abasha kongera ibipimo byabakiriya 8,64% naho NPS igabanukaho 9%, kugabanuka kwa 65% kumubare wabakiriya batanyuzwe.
- Urwego rwo Kwishura: Twashyize mu bikorwa ibiranga AI Studio ya sosiyete yishura hagamijwe kugabanya kwimuka kwabakiriya kumuyoboro ukomeye, kwemeza imikoranire myiza no guhaza abakiriya ba nyuma. Hamwe nogushyira mubikorwa, twashoboye gusesengura imiterere yimikoranire, bidufasha kumenya neza ibibazo no gufata ibisubizo, tureba ko buri rubanza rwakurikiranwe kugeza rukemutse. Kugabanuka kwa 22% kurenga ku makuru hagati ya Mutarama na Ukuboza 2024, twerekanye iterambere ryinshi mu mikorere. Byongeye kandi, amahugurwa yabakozi nubufatanye hagati yubuziranenge no guhanga udushya byavuyemo ubushishozi bwarushijeho kunoza ireme rya serivisi. Iterambere rigaragarira mubipimo byo kunyurwa nka CSAT, hiyongereyeho 4%, na NPS, hamwe na 31%, byagaragaje kuzamuka muri kiriya gihe.
