With the application, in the first few weeks, it’s already possible to increase customer satisfaction rates by about 20% and boost productivity by 30%
New York – Atento, one of the largest providers of customer relationship management and business process outsourcing services (CRM/BPO) globally and a leader in the industry in Latin America, is embracing the generative AI revolution. By adopting Microsoft Azure OpenAI Service, the company introduces its latest innovation, which will function as a Copilot for customer service agents.
This new solution enables automatic process distribution and the most suitable and prompt responses during any interaction. Throughout the engagement, it also manages all system formalization steps and status updates, seamlessly integrating with the communication channels chosen by the customer.
«The new solution allows for an even better experience between consumers and brands and aligns with increasingly efficient and personalized customer service demanded by users. In a pilot we implemented, we noticed an over 20% increase in customer satisfaction in the first few weeks,» highlights Eduardo Aguirre, CIO of Atento.
Microsoft’s collaboration was crucial for curating the tool’s taxonomy and calibration, which continues to learn constantly. Additionally, its Power Automate solution integrated legacy systems, reducing manual efforts and aiding in response time optimization. In practice, this resulted in a 30% increase in team productivity and nearly a 20% reduction in operational errors.
Data security, privacy, and compliance were fundamental aspects in developing the solution. With the capabilities of Azure OpenAI Service, information is anonymized, and data is kept within Atento’s environment and under the company’s domain, adhering to all confidentiality standards.
«Atento is harnessing the power of AI not only to enhance customer service but also to increase team productivity. In these early stages, we can already observe positive results on both fronts, with teams benefiting from a Copilot for certain tasks while focusing on other aspects of customer demands,» affirms Christiano Faig, Vice President of Technology and Solutions at Microsoft Brazil.
«The success journey of this project began with a thorough mapping of the stages of the relationship cycle, from the perspectives of both the customer and the collaborator. For this, the involvement of our highly experienced consultant team was crucial,» highlights Aguirre.
Atento is the largest provider of customer relationship management and business process outsourcing (CRM BPO) services in Latin America and one of the leading global providers. Atento is also one of the leading providers of nearshoring CRM BPO services for companies in the United States. Since 1999, the company has developed its business model in 16 countries, employing approximately 120,000 people. Atento has more than 400 clients, offering a wide range of CRM BPO services across multiple channels. Atento’s clients are mostly leading multinational companies in the telecommunications, banking and financial services, healthcare, retail and government sectors. In recent years, the company has been recognized for its excellence by several industry analysts in different regions, including Everest (named a “star performer” in 2021), Gartner (recognized as a leader in Customer Service BPO in the Magic Quadrant since 2021), Frost & Sullivan (named a leader in CX Outsourcing in Latin America for 2022) and Forbes (selected as one of the 100 best companies to work for in 2023 in. Spain). For more information, visit www.Atento.com.
Microsoft (Nasdaq “MSFT” @microsoft) enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more. Present in 190 countries, with 122 subsidiaries, the company is leader in innovation and the development of promising technologies, such as Artificial Intelligence (AI) and cloud applications. In Brazil for 34 years, Microsoft has an ecosystem of more than 25 thousand partners. In this way, the company maintains a robust and highly efficient business structure, which also includes a Transparency Center, aimed at promoting trustworthy and secure computing, the Advanced Technology Lab (ATL), and the Microsoft Technology Center (MTC), operational in Brazil since January 2012. With the goal of contributing to actions capable of preparing professionals for the digital economy, reducing inequalities, and promoting inclusion in the country, Microsoft also launched the Microsoft Mais Brasil Plan in 2020, which includes the training of professionals for the technology market—an essential condition to promote the digital transformation of Brazilian companies. Since the launch of the Mais Brasil plan in July 2020 until July 2023, 7.8 million people have been reached through various skilling and reskilling initiatives.