At the 2025 Imagen Insurance Summit, Atento reinforced its position as a key transformation partner for the insurance industry, presenting a forward-looking vision that integrates automation, artificial intelligence, and advanced analytics, without losing sight of the human touch.
In an environment where digital transformation is reshaping customer expectations, Atento continues to support insurers in evolving their operations to deliver more personalized, efficient, and resilient customer experiences.
Elia Santillán Moncayo, Country Director for Atento Mexico, highlighted the company’s Business Transformation Outsourcing (BTO) approach, which combines next-generation technologies with the experience and empathy of its customer-facing teams: “We are deploying bots to automate processes such as sales and retention, but our strategy goes beyond automation. By analyzing data in real time, we help insurers anticipate customer needs and act proactively,” said Santillán.
Elevating Customer Experience in the Insurance Sector
With over 26 years of global experience – and 23 in Mexico – Atento has established itself as a leader in Customer Experience (CX) and BTO Solutions. Today, the company supports more than 37 insurance companies worldwide, with over 1,200 workstations focused on the sector.
Thanks to its suite of AI-driven, analytics-based, and automated solutions, Atento has achieved tangible results for its insurance clients:
- Up to 35% reduction in operating costs through process automation.
- Improved AHT (Average Handle Time) and first-contact resolution.
- Decreased turnover and absenteeism, driven by more agile and efficient operations.
A Comprehensive, Human-Centered Digital Offering
Atento’s technology portfolio is designed to deliver both operational efficiency and a superior customer experience. Key solutions include:
- Advanced Insights: Part of Atento AI Studio that turns data into actionable decisions, optimizing performance and enhancing customer experience.
- Knowledge Assistant: A smart tool for agents that delivers real-time, accurate answers, improving both productivity and service consistency.
- Atento Conversations: A conversational AI platform that manages omnichannel interactions across voice, text, image, and video, enhancing personalization and responsiveness at scale.
All solutions adhere to the strict data protection and security requirements of the insurance industry. Atento maintains international certifications, including ISO 56002 for innovation management, and enforces comprehensive cybersecurity protocols across its operations.
“Our role is to enable digital evolution without compromising the human connection,” added Santillán. “That’s the difference Atento brings to the table.”
Missed our participation in the Imagen Insurance Summit?
🎥 Watch it here: https://vimeo.com/1075198963
📄 Read the full article on Excélsior: https://www.excelsior.com.mx/nacional/seguros-digitales-imagen-insurance-summit/1709992
