Case Studies

Media & Entertainment

Unleashing The Betting Potential with Unmatched Talent

Our client is an online game software supplier traded on the London Stock Exchange Market…

Automotive

Turning AI Insights into Proactive CX for a Luxury Automotive Brand

A global luxury car manufacturer wanted to move beyond reactive customer support and use AI…

Mobility & Logistics -
Travel & Hospitality

Transforming traveler experience with Xtrabot

We implemented automation to increase customer satisfaction and reduce operational costs, proving digital can still…

Consumer goods

Transforming Sales with AI-Driven Precision

Atento AI Studio empowered a Rewards Program company to refine its sales strategy by leveraging…

Telecom

Transforming B2B and B2C Customer Care with Process Efficiency

In the dynamic world of customer care, efficiency and cost-effectiveness are paramount, especially across both…

Retail & E-commerce

Transactional service with no brand or emotional connection

Experience redesign with brand culture, digital customer experience (CX), and agent empowerment.

Travel & Hospitality

Sustaining Excellence for a Premier Hotel Chain

Kept service and sales support running through pandemic disruption, protecting guest experience and continuity when…

Analytics

Stress-o-meter: Proactive Complaint Mitigation with Analytics

Streamlining support by pinpointing clients with heightened complaint probabilities

Travel & Hospitality

Streamlining Back Office for a Global Travel Services Provider

Delivered consistent customer service and back-office support across a complex, multi-service travel operation spanning 175+…

Consumer goods

Strategic Improvement in Multinational Appliance Operations

A trailblazer producing major appliances and consumer electronics set out to redefine customer service by…

Finance

Social Media and Talented CX service for complaints

Our client is one of the biggest payment systems company as well as one of…

Travel & Hospitality

Soaring to New Heights in CX

Improved customer service and social engagement for a major airline with a clear focus on…

Customer Engagement -
Utilities & Energy

Service Automation

This project earned public recognition (Cliente S/A 2019 award, Smart Customer 2019 award), improved service,…

Customer Engagement -
Mobility & Logistics

Salesforce implementation for enhanced courier services

Digitized interactions and real-time shipment-status automation: 150K calls/month and 87% resolution.

Intelligent Automation

RPA Factory in Back-Office Operations

Achieving a remarkable 90% cost cut by automating data extraction documentation from direct debit receipts

Healthcare

Revolutionizing Customer Service for a Pharmacy Group

A leading Pharmacy group sought to enhance its customer service by transitioning to a sales-oriented…

Finance

Revolutionizing Collections and Recovery

Enhancing Financial Processes Through Data-Driven Strategies. Atento AI Studio transformed a financial institution’s collections and…

Artificial Intelligence

Revolutionized IVR Experience

Elevating customer interaction through a humanized IVR, improving customer experience and substantial cost savings for…

Utilities & Energy

Revitalizing Water Utility Services Through Enhanced Customer Care

A leading water utility service provider, specializing in both sanitary and landfill services, embarked on…

Manufacturing

Revamping CX and Post-Sales to Enhance Customer Interaction

A 90-year leading manufacturer, specializing in residential and commercial water heaters, boilers, heating, ventilation and…

Artificial Intelligence

Retail Stress Management with AI

Efficiently monitoring customers stress to enhance their experience during peak shopping events.

Intelligent Automation -
Utilities & Energy

Resolutive Chatbot for The Electric Energy Sector

Chatbot increases service volume ten-fold.

Finance

Regional U.S. Bank modernizes customer support operations

From a Zelle-only support scope to an expanded multi-line-of-business support.

CX Consulting

Refining Chatbot Experiences through Process Mining

Efficient process mining for Chatbot-Customer Interaction

Healthcare -
Insurance

Reducing Cancellations and Improving Retention with AI Insights

A leading healthcare and insurance ecosystem provider, offering integrated solutions across health plans, financial services,…

Artificial Intelligence

Real Estate Company needed to improve response times

It should be Transforming CX and efficiency with AI-Driven solutions.

Analytics

Predictive Model to Reduce Attrition

Transforming employee retention and operational efficiency with AI.

Finance

Positioning Customer Care Touchpoints

Captures attention and loyalty.

Analytics

People Analytics: Proactively Addressing Agent Attrition

Harnessing machine learning to spotlight agents at risk of voluntary departure.

Finance

Payment Data Interchange

Reducing operational costs and increasing customer satisfaction via a swift response service.

CX Consulting

Optimizing Agent Performance through CX Language User Interface

Enhancing Agents Efficiency for the Born Digital champion

Analytics

Optimized Workforce Management Through Simplex

Simplex by Atento: Streamlined Operations Suite

Intelligent Automation

Operational Excellence with RPA Factory

Improving process efficiency by 25% across B2B and B2C Customer Care ventures.

Media & Entertainment

Online onboarding

Partnership between Riot Games and Atento was implemented 100% remotely

Services

More Service Productivity

Automated responses reduced response time, increasing customer satisfaction.

Customer Engagement -
High Tech -
Intelligent Automation

LUI – Language User Interface

The challenge was to develop a humanized IVR for a payments company, focusing on the…

Retail & E-commerce

Long resolution times and customer loss due to lack of empathy

AI-powered automation and support to accelerate claims and boost NPS.

Healthcare

Launching a COVID-19 hotline

Providing equitable vaccine access to schedule appointments in a USA state.

Media & Entertainment

Keeping the Spotlight Clean: Elevating Content Moderation for a Media Giant

Using AI Technology to ensure a safe and engaging user experience across platforms.

Finance -
Insurance

International Phone Sales Systematization

Boosting insurance plans sales for a multinational bank

Analytics

Inside Sales Triumph: Enhancing B2B Sales Through Analytics and People-Centric Models

Leveraging data insights and innovative engagement to supercharge B2B sales results.

Customer Engagement

Innovative Voice Intelligent BOT

Xtrabot by Atento: Enhancing Railway Traveler Experiences

Analytics

Innovative Anomaly Detection: A deep dive into Advanced Analytics

Empowering operations with cutting-edge anomaly detection techniques

Retail & E-commerce

Increasing CX through technology and the human touch

An American electronics and video game company, with over 4,000 stores worldwide, sought to redesign…

Retail & E-commerce

Inconsistent service due to a lack of experience

Strategic migration and training to raise the quality of service across all channels.

Retail & E-commerce

Inability to hire fast during peak seasons like Black Friday

Smart Recruiter to scale qualified talent in record time.

Manufacturing

Improving Service Quality with AI Insights

A global leader in commercial refrigeration used AI Insights to analyze 547 customer calls, identify…

Healthcare

Improving Service Quality and Process Accuracy with AI Studio

Enhancing quality scores and CX without increasing supervision effort or adding complexity to frontline teams.

Manufacturing

Improving Service Processes With AI Studio

A global innovation-led company partnered with Atento to identify improvement opportunities, strengthen technical knowledge, and…

High Tech

Improving agents’ performance for the Born Digital champion

Accelerating learning and improving first-contact resolution for a seamless CX.

Automotive

High Value Voice Support for Luxury Vehicles and Trucks

We improved customer support for luxury vehicles and trucks by enhancing agent training and using…

Customer Engagement

Harnessing CCaaS for Expedited Deployment and Superior Outcomes

Swift Deployment of CaaS for Enhanced Agility and Performance

Media & Entertainment

Gamers Taking Care of Gamers

A videogame giant from the Born & Digital industry needed to quickly implement a 100%…

Finance

From Traditional Telebanking to Omnichannel Banking Experiences

From a traditional Telebanking model into a fully omnichannel operation.

Healthcare

From Complaints to Measurable CX Gains

A large healthcare plan provider wanted to improve customer experience without adding operational complexity.

Retail & E-commerce

Fragmented multichannel service and low satisfaction

Hybrid model and continuous improvement with a focus on both efficiency and experience

Automotive

Faster Resolution for Happier Drivers

An international automotive company asked Atento to provide customer care across different channels to their…

High Tech

Enhancing Safety and Customer Experience for Securitas Direct

Securitas helps make the world safer for clients and their customers by combining specialized guarding…

Artificial Intelligence

Enhancing HR processes with AI/Cognitive

Revamping HR processes to foster a superior employee experience, while championing innovation, quality, and efficiency.

Artificial Intelligence

Enhancing Energy Services with AI Communication

AI and cognitive NLP Technologies integration to introduce new communication channels, improve self-service, and NLP…

Travel & Hospitality

Enhancing Customer Service for a Low-Cost Airline

Supported end-to-end customer service and social care across multiple countries, helping maintain response consistency while…

Analytics

Enhancing Advertiser Experience & Retention for a digital platform

Prioritizing premium customer experiences and retention for online advertisers

CX Consulting

Empowering Customer Experience Through CX Consulting

Elevating Customer Experience & Advancing Self-Service Utilization

Customer Engagement

Elevating Social Media Engagement for Brand Enthusiasts

Optimizing Social Media Interactions for Consumer Goods Brands

Insurance

Elevating Service in Insurance and Beyond

A premier financial group, renowned for its comprehensive offerings in insurance, pensions, healthcare, and investments,…

Telecom

Elevating Efficiency and Reducing Costs through Automation

In the fast-paced world of business, staying ahead means constantly seeking ways to improve efficiency…

Telecom

Elevating Collections with Advanced AI Solutions

In the competitive telecom industry, managing debt recovery efficiently is crucial for maintaining financial health…

Utilities & Energy

Earning the Customer Operation Performance Center Certification for Repsol

This certification is a benchmark for outstanding CX and Operations Excellence.

Retail & E-commerce

E-Promoter

Sales service through online promoters, the so-called e-promoters, developed for an electronics manufacturer. The solution…

Consumer goods

Dynamic Strategies Propel Water Company’s Success

A leading bottled water company has redefined customer service by efficiently combining voice and chat…

Mobility & Logistics

Digital transformation for a taxi app

A hybrid model to scale without losing personalization: back-office automation + social chatbot + strengthening…

Automotive

Digital Care for Higher Satisfaction

One of the world’s leading automotive companies trusted Atento to deliver its brand’s Customer Experience….

Finance -
Intelligent Automation

Digital Agent Sales

Data Science at the service of propensity and behavior analysis, in addition to multidisciplinary teams…

Media & Entertainment

Delivering engaging customer experiences through People, Data and Technology

Our client is an American multinational, mass media and entertainment conglomerate, one of the best-known…

Analytics

Data-Driven Collections Enhancement

Tapping into data insights to improve collection recovery rates and agent efficiency

Cybersecurity

Cybersecurity Excellence with Balbix

Unlock Proven Strategies for Cybersecurity Excellence with Atento and Balbix

High Tech

Customers for Life

Unique solution for management of the client’s technical support and post-sales service.

Intelligent Automation

Credit Origination Revolution: The Power of Automation

Transforming the credit approval process from 8 days to a mere 20 minutes, yielding a…

Finance

Credit Factory

A multinational bank needed to improve the customer experience efficiency.

Automotive

Creating Fans

We created a post-sales customer service program that divided tasks between front-office and back-office teams…

Healthcare

COVID-19 Hotline

Equitable Vaccination Distribution & Scheduling.

Telecom

Consistent Telephone Debt Recovery

Debt Recovery system to improve the service of an important multinational Telco guaranteeing increased process…

Telecom

CAT ADSL

The ADSL internet marker was becoming more and more competitive and a differentiated service was…

Customer Engagement -
Healthcare

Case 012 Federal Administration of Catalunya

Streamlining digital services to improve citizen engagement and optimize public administration efficiency.

Automotive

Car Financing

The project’s highlight was the sharp decrease in overall transaction time: it makes document handling…

Healthcare

Building Trust and Engagement Through Tailored Communication

Recognizing the critical role of public engagement in the success of contact tracing efforts, a…

Finance

Bank Accounts for Salvadorans

Alternative means of transferring money from the USA to El Salvador.

Finance

Back Office Solution

Based on Agile methodology and focus on the consumer experience, the project consisted of operationalizing…

Finance

Back Office Auto Loans

Reduce lead-time and eliminate errors in auto loan processes

Finance

Automating the Customer Experience

Conversion of IVR to WhatsApp bot reduced service response time.

Finance

Atento Moves Contact Center to The Cloud

As cloud technologies began to demonstrate immediate benefits upon implementation and pandemic changes required people…

Analytics

Anomaly Detection to Optimize Operations

Enhancing operational efficiency through proactive anomaly detection and intelligent decision-making.

Analytics

Analytics-Driven High Value Voice

Countering contract cancellation with the power of data analytics

High Tech

An ERP system Company wanted to attract new business opportunities

The solution based on outgoing calls and boosted by Atento intelligence

Artificial Intelligence

AI/Cognitive Stressometer for Better CX

Leveraging cutting-edge AI to pinpoint dissatisfied consumers, averting regulatory complaints and amplifying customer satisfaction.

Artificial Intelligence

AI/Cognitive Solutions in Digital Recruitment for Gaming

Online Recruitment for the Gaming Sector

Artificial Intelligence

AI/Cognitive BOT and Omnichannel for Urban Mobility

Automation of Customer Journeys for app’s drivers and consumers (Urban mobility app)

Mobility & Logistics

AI-powered solutions for a Disaster Response Program

Our client is a U.S. government agency responsible for coordinating responses to natural and man-made…

Analytics

Advanced Sales Forecasting: Harnessing Machine Learning for Precision Targeting

Leveraging machine learning to pinpoint high-potential buyers

Utilities & Energy

A Process Consultancy Triumph

An ambitious utility client sought to revolutionize their operational processes to reach new heights of…

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