A Atento Luxco 1 (“Atento” ou a “Companhia”), uma das maiores provedoras mundiais de serviços de gestão de relacionamento com clientes e terceirização de processos de negócios (CRM/BTO) e líder do setor na América Latina, consolidate your 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, democratising access to advanced high-impact technologies across different sectors
From the implementation of your 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 clients, currently, and continues to be expanded to many others in all regions. Thanks to the development of your technology ecosystem, the company achieved remarkable results that reflect its ability to scale innovation
- Avançadas PerspetivasWith over 125 thousand hours of processes analyzed, this solution facilitates strategic decision-making through advanced data analysis
- Assistente de ConhecimentoVirtual assistants that handle up to 125,000 interactions with clients and employees
- Inteligente RecrutadorAutomation of the recruitment process with around 250 profiles defined and approximately 150,000 interviews conducted, optimising the candidate experience and accelerating talent selection
- Atento ConversationsGenerative conversational platform with over 32 million interactions and multiple proof of concepts of advanced conversational AI in development for the customer base
- Corporate ChatInternal corporate chat that handled over 675 thousand questions and answers for nearly 8 thousand users, improving employee productivity and experience
- Plataforma de Automação DinâmicaPlatform with 5.500 active users to date, facilitating intelligent automation of repetitive tasks and business processes
- QualistoreFerramenta de qualidade em tempo real com mais de 25 mil utilizadores em 4 países, focused on continuous improvement of CX processes. Una de sus características más destacadas es la gamificación, que inclui elementos como pontos e classificações, 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, as well as contributing 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, que fortalece a segurança e a experiência de acesso em ambientes digitais
At Atento, we integrate Artificial Intelligence at the core of our solutions so that any company, regardless of its size or digital maturity, may benefit from it, says Dimitrius Oliveira, CEO da Atento. With over 100 thousand people, we are focused on developing, scale up and democratise AI advancements. Our goal is clear: to democratize access to advanced technologies and turn innovation into tangible results for the customer and employee experience, concludes
Taking the customer experience to the next level
Through its ecosystem of proprietary solutions, Atento integrated artificial intelligence into critical processes, improving efficiency, personalisation and scalability for your clients worldwide. Much of these solutions is concentrated in Atento AI Studio, your AI platform designed to transform customer experience and operational efficiency in secure environments. Currently, it is already impacting companies in sectors such as finance, енергія, payments, among others
- Bank clerkThe Atento 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 04 initiatives to achieve process improvements, thus, reach, in a period of just 2 months, an increase of 3,5% no CSAT, besides a 5% reduction in the re-call rate. With this work, it was also possible to maintain a resolution stability of 82% in the channels
- EnergyA large energy company trusted 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 to have more empathy, identify the root cause of complaints and successfully guide the customer. This provided a better end experience and managed to increase the customer satisfaction indicator by 8,64% and the NPS at 9%, with a 65% reduction in the number of dissatisfied customers
- Payment DepartmentWe implemented AI Studio resources for a payments sector company with the aim of reducing customer migration to critical channels, ensuring the operation has better engagement and satisfaction of the end customer. With the implementation, we can analyze interactions contextually, allowing 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, como CSAT, with a 4% increase, e NPS, with 31%, which showed an upward trend during the period
