Turning AI Insights into Proactive CX for a Luxury Automotive Brand

The operation was generating large volumes of interaction data, but insights were not translating into meaningful change.

Average handling time (AHT) remained volatile, driven by recurring service-related contacts such as roadside assistance requests, dealer coordination, and service status updates. These interactions often required multiple attempts to contact dealers or service networks, leading to delays, repeat calls, and customer frustration.

While the team could see where performance was breaking down, it lacked a structured, data-driven way to understand why—and more importantly, how to prioritize actions with the greatest impact on both efficiency and customer experience.

Atento deployed an AI-powered insights and action framework designed to connect analysis, decision-making, and execution.

Using AI Advanced Insights, the operation analyzed interaction data across activities, quartiles, and responsibility pillars (process, systems, dealer, and human). This made it possible to identify the true drivers behind elevated AHT and service friction, rather than treating symptoms.

AI-generated prompts supported root-cause analysis and guided teams toward targeted improvements, whether refining internal processes, improving dealer responsiveness, or adjusting service routing logic. The approach created a continuous loop: analyze, act, validate, and refine.

• AI-driven identification of the main operational offenders impacting AHT and efficiency
• Clear segmentation of issues by responsibility (process, dealer, system, human)
• Use of AI prompts to accelerate root-cause discovery and decision-making
• Action tracking to ensure insights were translated into measurable improvements
• Scalable AI framework to support ongoing CX optimization across the service network

• 30% improvement in resolution efficiency
• Significant reduction in average handling time for high-impact service interactions
• Improved visibility into operational bottlenecks, enabling faster and more confident decisions
• More proactive CX management, aligned with premium brand expectations