Driving AI Adoption in CX Applications: The Path to Effective Technology Innovation

The adoption of Artificial Intelligence (AI) in specific applications aimed at Customer Experience (CX) within the framework of Business Transformation Outsourcing (BTO) processes is a challenge that many companies are beginning to face. However, the real question is how to effectively drive this adoption, transforming ideas into implemented products based on technological innovation.

According to a recent Gartner report, only 21% of companies are adopting aggressive AI strategies. However, those that do are 1.5 times more likely to launch products before their competitors. This demonstrates the correlation between AI adoption and a company’s ability to innovate and stay ahead of the curve.

At Atento, we have worked closely with our customers to transform their preliminary AI application ideas into concrete products in just four months. Our approach is based on driving AI adoption within BTO processes, promoting positive change in customer and partner relationships.

For companies looking to accelerate AI adoption and achieve rapid results, there are several recommendations to consider:

1. Start simple: Identify simple use cases where AI can generate quick benefits. These “quick wins” not only build confidence in teams, but also produce measurable results quickly.
2. Invest in education and continuous learning: It is critical that teams understand how to integrate AI into their workflows and that leaders are prepared to make decisions based on new paradigms.
3. Integrate AI into key processes: Using AI to optimize critical areas of the business can help exceed performance expectations.
4. Focus on user experience (UX): AI should generate results that align with real user needs. This means using personalization and design techniques to deliver more intuitive and contextualized results.
5. Form strategic alliances: Not every company needs to develop AI from scratch. Partnerships with leading AI vendors and platforms can speed up implementation time and help companies decide whether to build on or invest in existing solutions.

In this context, we present Atento AI Studio, a proprietary Artificial Intelligence platform that enhances customer experience and transforms operational efficiency for companies within an ethical, secure, and private framework.

Within the company’s ecosystem of AI solutions and resources, Atento AI Studio is positioned as a key component for improving customer experience (CX). The platform offers modular and scalable solutions that enable companies to harness the power of AI to enhance efficiency, increase customer satisfaction, and achieve better business outcomes.

The AI Studio utilizes generative AI capabilities to provide businesses with a secure environment in which they can refine their interactions with customers by connecting, processing, and organizing data. This is all done with the application of analytical layers on a corpus (a set of organized data for AI use) from Atento, based on its extensive knowledge and experience in customer service.

“We are at the forefront of applying Artificial Intelligence to enhance customer experiences and provide valuable insights for making better decisions. Through this platform, we are ready to drive and foster innovation, taking the customer experience to the next level,” says Dimitrius Oliveira, CEO of Atento. The executive explains that the platform is based on three pillars:

• Atento Insights transforms data into business intelligence:Analyzing big data from customer interactions allows for valuable insights into customer needs, based on patterns and trends. By unlocking these insights, it is possible to make data-driven decisions and leverage large volumes of previous experiences, enabling service personalization and driving business growth.
• Atento Knowledge delivers dynamic real-time information:This solution integrates real-time information so that Atento agents can use the most current and relevant data in their interactions, as well as provide advice and guidance in customer service. Through Atento’s own module, ‘Hubbie,’ a chatbot developed to support agents, they are provided with the most appropriate information at the right moment.
• Atento Conversations elevates customer interaction:This tool enables the creation of fluid, natural, and personalized conversations, thanks to generative AI features and advanced understanding capabilities. The solution generates responses based on an extensive structured knowledge base and a response guide designed for each customer through prompts. This allows Atento consultants to adapt technology to follow prompts that guide the tone of conversation and the brand voice in interactions with consumers.

We also have the Smart Recruiter, which has transformed the candidate selection process in the CX sector through an advanced generative AI chatbot. It differentiates itself from traditional chatbots by its ability to understand, process, and generate natural language, allowing for a fluid, genuine, and intuitive conversation. This way, candidates can interact with the tool as if they were talking to a real client, making their interactions smooth and their responses more spontaneous and insightful. In this simulated interaction, the candidate is faced with a scenario very similar to reality, providing them with a realistic view of their future position.

Thanks to this tool, Atento can more accurately identify professionals who best fit the organizational culture and specific needs of its clients. This results in a deeper alignment between employees and the brand’s objectives, translating into increased productivity, improved customer experience and service, as well as reduced employee turnover.

The Smart Recruiter has proven its effectiveness since its implementation in March, boosting recruitment at Atento. About 4,000 people participated in selection processes through the platform, resulting in the hiring of more than 340 candidates to fill positions in nearly 10 operations.

AI is not just a tool to increase productivity or automate processes. It is a complete transformation tool that can drive a company’s growth. However, for this to happen, companies must focus on clear and tangible results and promote continuous and rapid learning. Only then will we be able to see the true potential of AI in the business world.