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Automating the customer experience

Conversion of IVR to WhatsApp bot reduced service response time.

International Phone Sales Systematization

Challenge

First Data, a global leader in payments and financial technology, found at Atento, a partner with a wide and solid strength to offer a channel conversion solution (IVR to WhatsApp) to improve the consumer experience and reduce the time taken to respond requests.

Strategy

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Results

Reduction of 15 positions in the front.

Savings of 116 thousand reais in costs with customer service.

Improvement and agility in customer service during requests for registration update.

Service channel with a more intuitive and fluid experience.

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