Atento Launches AI Studio, Its Comprehensive AI Platform To Elevate The Experience And Efficiency In The Customer Relationship

• The modular and scalable platform adapts to the specific needs of each company to deliver valuable interactions that elevate customer experience interactions.
• Bring together intelligent solutions based on generative AI to deliver personalized and efficient customer experiences in a secure environment

Madrid /PRNewswire/ - Atento Luxco 1 ("Atento" or the "Company"), one of the largest global providers of customer relationship management and business transformation process outsourcing (CRM) services /BTO) and industry leader in Latin America, has launched Atento AI Studio, its own Artificial Intelligence platform that elevates the customer experience and transforms the operational efficiency of companies, within an ethical, safe and private framework.

Within the Company's comprehensive ecosystem of AI solutions and capabilities, Atento AI Studio is positioned as a fundamental piece to perfect clients' CX. The platform offers modular and scalable solutions that allow companies to harness the power of Artificial Intelligence to improve efficiency, increase customer satisfaction and achieve greater business objectives.

AI Studio has Atento's own solutions based on the capabilities of generative AI to provide companies with a safe environment, where they can sophisticate their interactions with customers by connecting, processing and organizing data, applying layers of analysis on a corpus (set of data organized for the use of AI) from Atento based on Atento's extensive knowledge and experience in Customer Service.

"We are at the forefront of applying Artificial Intelligence to improve customer experiences and provide valuable information to make 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 3 pillars:

• Atento Inshigts transforms data into business intelligence: the analysis of massive data from interactions with customers allows us to obtain valuable information about their needs, based on patterns and trends. By unlocking these Insights , it is possible to make informed decisions, based on data and large volumes of previous experiences, allowing you to personalize the service and drive growth.
• Atento Knowledge to offer dynamic information in real time: this solution integrates information in real time so that Atento agents can use the most current and relevant data in their interactions, as well as offer advice and guidance in customer service. Through Atento's own module, 'Hubbie', a chatbot developed to support agents, offering them the most appropriate information at the right time.
• Atento Conversations, to elevate interaction with customers: this tool allows you to create fluid, natural and personalized conversations, thanks to the functions of generative AI and advanced understanding capabilities. The solution generates responses based on an extensive structured knowledge base and a response guide designed for each client through prompts. This allows Atento consultants to adapt the technology to follow prompts that guide their tone of conversation and the voice of the brands in interactions with customers.

Leveraging generative AI to deliver exceptional customer experiences

It all starts with connecting legacy systems and databases to process data from various sources, such as voice calls, text interactions, and metadata. Through its own methodology, Atento organizes this data in a "Data Ocean", where it is structured and prepared for use in generative AI applications.

To guarantee the consistency, reliability and security of the information, the platform controls updates and data management, through a Corpus, providing a private and secure environment and guaranteeing that the final interactions are based on the correct information.

On the other hand, Atento's data science and language experts design a library of prompts, which are the basis for generating intelligent and coherent conversations. Each prompt is carefully crafted to adapt to the specific context of each interaction, allowing for more fluid, natural and personalized communication. In turn, the platform manages existing models to improve their performance and accuracy, automating and standardizing processes.

AI Studio uses the best Generative AI platforms, such as those from OpenAI, Microsoft, AWS or Google, among others, in combination with machine learning functions in a secure and private environment. This ensures that information is processed and used responsibly and ethically, always with the goal of improving the customer experience and protecting their privacy.

Finally, Atento AI Studio has a more advanced layer of AI, LINEU – Learning Intelligent Node for Efficient Understanding, whose main function is to be the moderator of the content that flows between the agents/customers and the central modules of AI Studio, in this way In this way, it monitors and blocks information out of context, thus reducing one of the main risks of the application of AI in general.

"With the launch of Atento AI Studio, Atento takes an important step in its commitment to leading Business Transformation Outsourcing (BTO), supporting companies in their business transformation through a suite of technological tools with a human touch that enable experiences of exceptional clients," Oliveira highlights.

About Atento
Atento is the largest provider of customer relationship management and business process outsourcing ("CRM BTO") services in Latin America and one of the leading providers worldwide. Atento is also one of the leading providers of CRM BTO nearshoring services for companies operating in the United States. Since 1999, the Company has developed its business model in 17 countries, employing approximately 110,000 people. Serving more than 400 clients, Atento offers a wide range of CRM BTO services through multiple channels. The majority of Atento's clients are leading multinational companies in the telecommunications, banking and financial services, healthcare, retail and public administration sectors. In recent years, the company has been recognized for its excellence by several global industry analysts, including Everest, Gartner, Frost & Sullivan and ISG. Forbes recognized Atento as one of the 100 best companies to work for in Spain in 2023, while Great Place to Work® has continually ranked us as one of the 25 best companies to work for worldwide. We have also been recognized as the 1st company in the sector worldwide to achieve the ISO 56002 Innovation Management Certification, which we have maintained for three consecutive years. For more information visit www.atento.com