Improving Service Quality with AI Insights

The client wanted a clearer view of what was affecting service performance across its operation. The main priority was to understand why handling time was increasing, where customer friction was occurring, and which agent behaviors should be improved or replicated.

To move from assumptions to action, the company needed a more structured way to identify recurring patterns across a high volume of interactions.

Atento used AI Insights to evaluate 547 customer calls and turn voice interactions into actionable operational intelligence.

The analysis focused on four critical areas:

• Handling time
• Non-talk time
• Customer experience
• Best practices

This approach helped the client identify both improvement opportunities and positive service behaviors already present in the operation, creating a more objective path for training, coaching, and process optimization.

A clear view of what was driving longer handling times

The analysis identified the main behaviors affecting service efficiency:

• Lack of clarity in communication
• Repetition of information already provided by the customer
• Delays in collecting essential information
• Limited empathy and active listening
• Unnecessary transfers between departments

Better understanding of non-talk time

AI Insights showed that silence during calls was often linked to agents searching for information or struggling to quickly identify customer and equipment details. These pauses created frustration and weakened the customer experience.

Positive behaviors worth scaling

The analysis also captured strong service practices that could be reinforced across the operation, including:

• Active listening
• Clear communication
• Effective information gathering
• Proactive problem-solving
• Courtesy and empathy
• Follow-up orientation

• A prioritized view of the main causes of inefficiency across the operation
• A quantified breakdown of the top handling-time drivers
• Clear identification of recurring non-talk patterns affecting customer perception
• A mapped set of best practices to support coaching and standardization
• Practical recommendations for training, scripting, and process improvement

With AI Insights, the client gained a faster and more objective way to understand what was happening across customer interactions. Instead of relying only on manual review, the operation could pinpoint the causes of friction, strengthen service behaviors, and focus improvement efforts where they would have the greatest impact.

The result was a stronger foundation to reduce inefficiencies, improve service quality, and build a more consistent customer experience.