2023-10-25 21:05:46
With the application, in the first few weeks, it is already possible to increase customer satisfaction rates by around 20% and increase productivity by 30%
New York, October 25, 2023 – Atento, one of the largest customer relationship management and business process outsourcing (CRM/BPO) service providers in the world and an industry leader in Latin America, is embracing the AI revolution generative. With the adoption of Microsoft Azure OpenAI Service, the company presents its latest innovation, which will act as a Copilot for customer service agents.
This new solution enables everything from automatic distribution of processes to the most appropriate and agile response during any transaction. Throughout the interaction, it also manages all stages of system formalization and status updates, integrating perfectly with the communication channels chosen by the customer.
“The new solution allows for an even better experience between consumers and brands and is in line with the increasingly efficient and personalized service demanded by users. In a pilot we implemented, in the first few weeks, we noticed an increase of more than 20% in customer satisfaction”, highlights Eduardo Aguirre, CIO at Atento.
Microsoft’s collaboration was essential to curate the taxonomy and calibrate the tool, which continues to be constantly learned. Additionally, its Power Automate solution integrated legacy systems, reducing manual efforts and helping optimize response time. In practice, this meant a 30% increase in team productivity and a reduction of almost 20% in operational errors.
Data security, privacy and compliance were fundamental aspects in developing the solution. With the capabilities of the Azure OpenAI Service, information is anonymized and data is kept within the Atento environment and under the company’s domain, adhering to all confidentiality standards.
“Atento is leveraging the power of AI to not only improve customer service, but to increase team productivity. In these early stages, we can already see positive results on both fronts, with teams benefiting from a Copilot for certain tasks, while focusing on other aspects of customer demands”, says Christiano Faig, Vice President of Technology and Solutions at Microsoft Brazil.
“The successful journey of this project began with a detailed mapping of the stages of the relationship cycle, from the perspective of the client and the employee. For this, the work of our team of highly experienced consultants was essential”, highlights Aguirre.
About Atento
Atento is the largest provider of customer relationship management and business process outsourcing (“CRM BPO”) services in Latin America and one of the leading suppliers worldwide. Atento is also a leading provider of CRM BPO nearshoring services for companies operating in the United States. Since 1999, the Company has developed its business model in 16 countries, employing approximately 120 thousand people. Atento has more than 400 clients, to which it offers a wide range of CRM BPO services through multiple channels. Atento’s clients are, for the most part, leading multinational companies in the telecommunications, banking and financial services, healthcare, retail and public administration sectors. In recent years, the company has been recognized for its excellence by several industry analysts in different regions, including Everest (named as a “star” in 2021), Gartner (recognized as a leader in Customer Service BPO in the Magic Quadrant since 2021), Frost & Sullivan (named leader in CX Outsourcing in Latin America in 2022), or Forbes (selected as one of the 100 best companies to work for in 2023 in Spain). For more information visit www.atento.com.
About Microsoft
Microsoft (Nasdaq “MSFT” @microsoft)’s 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 a 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, highly efficient business structure, which also has a Transparency Center, which aims to promote reliable and secure computing, the Advanced Technology Laboratory (ATL – Advanced Technology Lab), and the Microsoft Technology (MTC – Microsoft Technology Center), in operation in Brazil since January 2012. With the aim of contributing to actions capable of preparing professionals for the digital economy, reducing inequalities and promoting inclusion in the country, Microsoft also launched in 2020 the Microsoft Mais Brasil Plan, which has, among its pillars, the training of professionals for the technology market, an essential condition for promoting the digital transformation of Brazilian companies. From July 2020, when the Mais Brasil plan was established, until July 2023, 7.8 million people were reached with different qualification and requalification initiatives.
Press contact
1698270151
#Atento #launches #solution #Microsoft #generative