At the heart of our ethos is the firm belief in the power of innovation. It shapes our dialogues, guides our practices, and ultimately defines who we are.
In 2020, we not only preached innovation, we embodied it. Our relentless pursuit of novel practices earned us the esteemed ISO 56002 certification — a global recognition of exemplary innovation management. But we didn’t stop at being the first in our sector to attain this certification; we forged ahead, securing it for an unmatched fourth time in 2023.
From our Innovation Hub nestled in Latin America (Brazil), we elevate our capabilities, crafting disruptive solutions that continually refine customer experiences (CX), drive performance, and bolster results.
Our approach is collaboration and openness, leveraging in-house expertise and strategic alliances. This fosters a thriving knowledge exchange and ideation ecosystem, setting the stage for pioneering projects and unrivaled solutions in our industry. Our Innovation Hub has become a springboard for initiatives that cultivate evolutionary and disruptive solutions, keeping us at the forefront of progress.
So, as we champion innovation, we’re not just sharing a concept — we’re living proof of its transformative power.
We develop an exclusive methodology for creating conversational brand personas for companies from different sectors. With this initiative, we simulate the brand’s identity through a fictitious profile focusing on the values, the company’s culture and its consumers’ needs. All this is to improve the communication through different channels such as IVR, chatbot and WhatsApp, where the user will be able to identify the company’s personality.
Atento’s exclusive tool, based on Artificial Intelligence and Data Science tools. This resource identifies and categorizes complaints made through the most varied channels, both by text and by voice, creating a ranking with consumers who are more stressed and demand more atention, directing calls to proactive human contact and preventing the situation from worsening.