More service productivity

Automated responses reduced response time, increasing customer satisfaction.

Challenge

One of the largest food delivery companies via app, industry leader in Latin America, has gone through a period of strong growth and needed to be increasingly agile to meet the demands of its clients The startup found in Atento a strategic partner capable of increasing productivity in its customer service and responding quickly to large spikes in requests.

Strategy

To help the company achieve its goal, Atento readjusted the process flows carried out, in order to reduce the average service time and increase consumer satisfaction. Aiming at greater operational control and quartile management, an intelligent and customizable ticket management system was also created, according to the client's needs, in addition to the use of automated response robots for peak call days.
During the period of execution of the operation, the accuracy of automatic actions increased from 89% in June 2019 to 99% in October of the same year.

Results

• 116% increase in productivity.
• 30 thousand tickets solved per day on Black Friday.
• Reduced cost per interaction by 23pp.
• 10pp increase in the satisfaction survey score.

Related Cases

Solution used