- The modular and scalable platform adapts to the specific needs
of each business, delivering valuable interactions that elevate
customer experience interactions.
- Integrates intelligent solutions based on generative AI to
provide personalized and efficient customer experiences in a secure
environment.
MADRID, May 22, 2024
/PRNewswire/ -- Atento Luxco 1 ("Atento" or the "Company"), one of
the world's largest providers of customer relationship management
and business transformation process outsourcing (CRM/BTO) services
and an industry leader in Latin
America, has launched Atento AI Studio, a proprietary
Artificial Intelligence platform designed to elevate the customer
experience and transform the operational efficiency of
companies. within an ethical, safe, and private
framework.
Atento AI Studio is a critical component of the Company's
comprehensive AI solution ecosystem. The platform offers modular
and scalable solutions that enable businesses to harness the power
of AI to improve efficiency, increase customer satisfaction, and
achieve greater business goals.
AI Studio leverages Atento's proprietary solutions, capabilities
and generative AI technologies to provide companies with a secure
environment, where they can enhance their customer interactions. By
connecting, processing and organizing data, and applying advanced
analytics on Atento's Corpus (knowledge base boosted by AI),
business can improve their customer service using Atento's
extensive knowledge and experience in Customer Service.
"We are at the forefront of applying Artificial Intelligence to
improve customer experiences and provide valuable insights for
better decision-making. Through this platform, we are ready to
drive and foster innovation, taking the customer experience to the
next level," said Dimitrius
Oliveira, CEO of Atento.
The executive explains the platform is based on three
pillars:
Atento Insights: Transforms data into business
intelligence. By analyzing big data from customer
interactions, businesses can gain valuable insights into customer
needs, based on patterns and trends, enabling informed
decision-making and personalized service that drive growth.
Atento Knowledge: Delivers dynamic real-time information.
This solution integrates real-time data, allowing Atento agents to
use the most current and relevant data in their interactions. The
, 'Hubbie' module, a chatbot developed to support agents,
provides the most appropriate information at the right time.
Atento Conversations: Elevates customer
interaction. This tool enables fluid, natural and personalized
conversations, thanks to generative AI features and advanced
understanding capabilities. Responses are generated based on an
extensive structured knowledge base and customized prompts,
allowing Atento's consultants to follow these prompts that guide
their conversational tone and the brand's voice in customer
interactions.
Empowering Generative AI to Deliver Exceptional Customer
Experiences
The process begins with connecting legacy systems and databases
to process data from various sources, such as voice calls, text
interactions, and metadata. Atento's proprietary methodology
organizes this data into a "Data Ocean," structuring it for use in
generative AI applications.
The platform ensures the consistency, reliability and security
of the information by controlling data updates and management
through a Corpus, providing a private and secure environment. This
guarantees that the final interactions are based on the accurate
information.
Atento's data science and language experts design a library of
prompts to generate intelligent and coherent conversations. Each
prompt is carefully crafted to fit the specific context of each
interaction, facilitating more fluid, natural, and personalized
communication. The platform manages existing models to improve
performance and accuracy, automating and standardizing
processes.
AI Studio integrates top Generative AI platforms, such as those
from OpenAI, Microsoft, AWS, and Google, with machine learning
functions, in a secure and private environment. This ensures
responsible and ethical information processing, always aimed
improving the customer experience and protecting their privacy.
Atento AI Studio also features an advanced AI layer, LINEU –
Learning Intelligent Node for Efficient Understanding. LINEU
moderates content flow between agents/customers and the central
modules of AI Studio, monitoring and blocking out-of-context
information, thereby reducing application risks.
"With the launch of Atento AI Studio, Atento takes a significant
step forward in its commitment to lead Business Transformation
Outsourcing (BTO), supporting companies in their business
transformation through a suite of technological tools with a human
touch that enable exceptional customer experiences," said
Oliveira.
About Atento
Atento is the largest provider of customer relationship
management and business process outsourcing ("CRM BTO") services in
Latin America and one of the
leading providers globally. Atento is also one of the leading
providers of nearshoring BTO CRM services for companies operating
in the United States. Since 1999,
the Company has developed its business model in 17 countries,
employing approximately 110,000 people. Serving more than 400
customers, Atento offers a wide range of BTO CRM services across
multiple channels. The majority of Atento's clients are leading
multinational companies in the telecommunications, banking and
financial services, healthcare, retail and government sectors. In
recent years, the company has been recognized for excellence by
several global industry analysts, including Everest, Gartner, Frost
& Sullivan and ISG. Forbes recognized Atento as one of the 100
best companies to work for in Spain in 2023, while Great Place to Work® has
continuously ranked us as one of the 25 best companies to work for
worldwide. It has also been recognized as the 1st company in the
sector worldwide to achieve the ISO 56002 Innovation Management
Certification, which we have maintained for three consecutive
years. For more information, visit
www.atento.com
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