Atento, a provider of CRM and business transformation process outsourcing, has launched Atento AI Studio, an artificial intelligence platform to elevate the customer experience and transform the operational efficiency of companies within an ethical, safe, and private framework.
Atento AI Studio offers modular and scalable solutions that enable businesses to harness AI to improve efficiency, increase customer satisfaction, and achieve greater business goals. It leverages Atento's solutions, capabilities, and generative AI, connecting, processing, and organizing data and applying advanced analytics on Atento's Corpus knowledge base.
"We are at the forefront of applying artificial intelligence to improve customer experiences and provide valuable insights for better decision-making. Through this platform, we are ready to drive and foster innovation, taking the customer experience to the next level," said Dimitrius Oliveira, CEO of Atento, in a statement.
The platform is based on the following three pillars:
- Atento Insights, which analyzes big data from customer interactions for insights into customer needs, based on patterns and trends.
- Atento Knowledge, which delivers dynamic real-time information. The Hubbie module, a chatbot developed to support agents, provides the most appropriate information at the right time.
- Atento Conversations, which enables fluid, natural, and personalized conversations thanks to generative AI and advanced understanding capabilities. Responses are generated based on a structured knowledge base and customized prompts, allowing Atento's consultants to follow these prompts that guide their conversational tone and brand voice in customer interactions.
The process begins with connecting legacy systems and databases to process data from various sources, such as voice calls, text interactions, and metadata. Atento's proprietary methodology organizes this data into a data ocean, structuring it for use in generative AI applications.
The platform ensures the consistency, reliability and security of the information by controlling data updates and management through Corpus
Atento's data science and language experts design a library of prompts to generate conversation carefully crafted to fit the context of each interaction. The platform manages existing models to improve performance and accuracy, automating and standardizing processes.
AI Studio integrates top generative AI platforms, such as those from OpenAI, Microsoft, Amazon Web Services, and Google. It also features an advanced AI layer, LINEU (Learning Intelligent Node for Efficient Understanding), which moderates content flow between agents/customers and the central modules of AI Studio, monitoring and blocking out-of-context information.
"With the launch of Atento AI Studio, Atento takes a significant step forward in its commitment to lead business transformation outsourcing, supporting companies in their business transformation through a suite of technological tools with a human touch that enable exceptional customer experiences," Oliveira said.