The impact of AI and the BTO model on the industry
By Juan Carlos Espinoza, AI Solutions Specialist at Atento Mexico
At Atento, we understand that transformation is not only digital but also human—in the way we work, connect, and lead. That’s why we are driving a new era in customer experience through a unique model: Business Transformation Outsourcing (BTO), an advanced outsourcing approach that goes beyond traditional BPO by implementing strategic changes at the business level to enhance our clients’ performance and competitiveness.
The new customer experience standard: technology + empathy
At Atento, we are redefining the relationship between brands and consumers on a global scale, with tailored solutions for each industry. Our approach combines automation, advanced analytics, and exclusive platforms—such as Atento IA Studio—with operational expertise and human sensitivity developed through years of experience.
Our goal is clear: to ensure that every interaction has impact, creates value, and leaves a lasting impression. Because it’s not just about good interactions—it’s about building meaningful connections between brands and consumers that stand the test of time.
What is the BTO model?
Business Transformation Outsourcing (BTO) goes beyond traditional outsourcing. It aims to drive business transformation by supporting clients throughout the entire process—from design to operation—enhancing their customer relationships by infusing every process with intelligence and technology. The ultimate objective is operational efficiency and better business outcomes for our clients.
- Key benefits of the BTO model:
- Large-scale operational efficiency
- Access to disruptive technologies such as AI and Machine Learning
- Integration of digital tools such as RPA, AI, ERP, etc.
- Significant cost reduction
- Stronger focus on core business
- Improved customer experience
AI with purpose: Atento AI Studio
Digital transformation is most effective when artificial intelligence serves people. Atento IA Studio is our proprietary AI platform designed to create intelligent, personalized, and secure experiences at every stage of the customer journey.
Key components:
- Intelligent Connection: integration of channels and data
- Conversational Fluency: virtual assistants with real comprehension
- Versatile Modularity: adaptability across industries
- Security and Scalability: robust and reliable architecture
Organized into three main solutions:
- Atento Knowledge: intelligent knowledge management
- Advanced Insights: advanced analytics for faster decision-making
- Atento Conversations: automated interactions with a human touch
Results that speak for themselves
The combination of the BTO model with artificial intelligence has enabled the transformation of critical processes and produced real impact in our clients’ operations.
A highlighted case involves a healthcare company where we implemented a smart alert solution based on digital clinical triage systems. This tool, integrated into the contact center workflows, identifies the severity of each case in real time—automating and prioritizing medical attention empathetically.
Thanks to this data-driven, technology-powered 24/7 monitoring approach, the critical emergency detection rate increased from 69% to 97%, helping prevent severe incidents and strengthening user trust during crucial moments.
These results show how a comprehensive strategy combining advanced technology with a deep understanding of human needs can make a meaningful difference.
End-to-end CX Consulting
Beyond technology, Atento provides strategic CX consulting to explore the customer journey, uncover key insights, and optimize both customer and employee experiences. Our analytical and human-centered approach strengthens brand-user relationships and enables more effective, empathetic solutions.
At Atento, every interaction is a chance to transform. Are you ready to take your customer experience to the next level? Let’s talk!
