Long resolution times and customer loss due to lack of empathy
AI-powered automation and support to accelerate claims and boost NPS.
Challenge
A beauty products company with strong online and physical operations was experiencing claim resolution delays of up to 48 hours, low traceability, and customer loss due to lack of empathy.
Atento Solution
Claims automation using DAP CRM
Implementation of video calls to handle high-complexity cases
Omnichannel support with Atento Conversations
Real-time agent support with Knowledge Assistance
Process improvement powered by Atento AI Studio
Results
Resolution time reduced to 24h (previously 48h)
NPS increased from 14 points to 80
15% increase in repurchase rate
40% reduction in escalated claims
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