Real Estate Company needed to improve response times

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

Challenge

A leading digital native real estate company was innovative yet lagging in customer satisfaction and response times.

Strategy

Digital Transformation with Knowledge Assistant:

Knowledge Assistant acts as a co-pilot for the agent, delivering instant answers, automatically routing tasks, and guiding negotiations.
Processes are formalized through automation, seamlessly integrating with preferred customer communication channels, ensuring the perfect, timely solutions to customers’ queries.

The Breakthrough

Customer-Employee Synergy: Analyzing every stage of the customer-agent relationship to ensure a harmonious interaction.
AI Co-pilot in Action: Beyond suggestions, our AI takes action—from distributing tasks to guiding negotiations, handling process formalizations, and integrating with customer communication channels.
Power-Packed Tools Integration:
- Utilize Atento’s exclusive DAP tool (BPMs) for efficient process distribution.
- Collaborate with WhatsApp for real-time updates on process status.
- Our technology minimizes manual labor and shrinks response times by integrating with legacy systems.

Results

Customer satisfaction (CSAT): skyrocketed by 22%
Treatment time: slashed from 11 days to just 5.
Team productivity: improved by 30%
Operational errors: slashed by over 19%
Agent search time: decreased from 244 seconds to 86
Backlog: diminished by 36%

Refining Chatbot Experiences through Process Mining

AI/Cognitive Stressometer for Better CX

Online onboarding

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