- With virtual simulators and advanced AI resources, the training laboratory inaugurated by the company, called Atento CX Lab, provides a more playful, interactive and dynamic training, with agents immersing themselves in the universe of the brand they represent.
- Conceived and developed by an architect diagnosed with autism spectrum disorder (ASD), leader of the company’s projects and works area in Brazil, the success of the project corroborates the importance of a diverse team to drive innovation within the company.
São Paulo, August 06, 2024 – In a pioneering initiative in the CX market, Atento revolutionizes the way it trains its operational teams, with the inauguration of the CX Lab, a space equipped with artificial intelligence and virtual reality technologies, in which professionals go through immersive and realistic experiences, being transported to real places or situations that, In some way, they are experienced by the customer on a daily basis.
Initially implemented in the operation of a real estate client, in which service specialists were able to virtually enter different property profiles and experience scenes commonly described by tenants and tenants, the format is completely adaptable to companies in any sector, such as the automotive sector – in which the professional will be able to know all the accessories and differentials, in addition to simulating the driving of vehicles of any model – as well as in tourism, hospitality, mobility, entertainment, e-commerce, and hospitality, among others.
The initiative is part of the investments in operational improvement made by the company throughout the year and directly contributes to greater specialization and employee satisfaction, which also reflects on the offer of a better relationship experience. “Atento’s CX Lab is a training laboratory focused on improving the consumer experience through immersive training experiences for agents. It uses advanced technologies, such as artificial intelligence and data analysis to carry out innovative and personalized training activities for companies in any sector, bringing specialists closer to the product they will meet and the expectations of the end consumer”, highlights Thiago Zanon, CPO at Atento.
According to the executive, the objective is to offer agents the same enchantment that is provided to consumers during a service journey. “With more immersive and interactive exercises, they are able to provide a more efficient, agile and personalized service precisely because they are closer to the needs of customers”, he adds.
It is worth noting that the project was entirely conceived and executed based on the idealization and development of the architecture manager of Atento’s projects and works area in Brazil, Eduardo Docema, who is part of the company’s neurodiversity group. “The fact that I am on the autistic spectrum and see the world in a different way allowed me to analyze the demand from other points of view and have insights that made me suggest a totally new format, much more viable from a financial point of view and that corresponded to all the expectations of our contractor”, comments Docema, an architect graduated from USP, with almost 40 years of career, 15 of them at Atento.
The space was implemented in just three months and since its inauguration in June, more than 50 people have already been trained. Through playful and dynamic training, with the use of special equipment and modern architecture, AI, and virtual reality systems, agents make a deeper and more detailed immersion in the customer’s problem, being able to offer a more empathetic, agile, and specialized service.
“Docema developed the prototype and presented it to our customer, who was completely enthusiastic about the result. It is works like this that corroborate that we are on the right track in promoting the inclusion of diverse groups within the company”, says Zanon.
About Atento
Atento is the largest provider of customer relationship management and business process outsourcing (“BTO CRM”) services in Latin America and one of the world’s leading providers. Atento is also one of the leading providers of BTO nearshoring CRM services to companies operating in the United States. Since 1999, the company has developed its business model in 17 countries, employing approximately 110,000 people. Atento, which serves more than 400 customers, offers a wide range of BTO CRM services through various channels. In recent years, the company has been recognized for its excellence by several global industry analysts, including Everest, Gartner, Frost & Sullivan, and ISG. We were also recognized as the 1st company in the sector worldwide to achieve the ISO 56002 Innovation Management Certification, which we have maintained for four consecutive years. For more information, visit www.atento.com
