Every 10 minutes, Atento generates 10,000 hours of customer service experience across 17 countries. The global outsourcing leader with 130,000 employees wanted to deliver even better results for their clients. Their solution? Partnering with KYP.ai to enhance their already strong capabilities. Here’s how they did it and what other companies can learn from their approach.
Starting from Strength: Why Atento Looked to Enhance Their Operations
Atento leads the Business Transformation Outsourcing industry. Their clients span the Consumer Packaged Goods, Insurance, Logistics, and other industries. The company’s teams were already delivering excellent results through comprehensive data analysis and systematic process discovery.
Leadership spotted three opportunities to make their strong foundation even stronger:
Faster data insights. Teams were analyzing multiple client systems, but the process was time-consuming. Accelerating this work would free up experts to focus on strategic recommendations. And, it would bring their client additional value creation ideas.
Real-time operational visibility. Atento maintained strong oversight across locations and systems. Adding real-time insights could help them spot optimization opportunities even faster. It would also help them adjust to changing work conditions, maintaining their high level of customer support that they pride themselves on.
Client AI confidence. Some clients expressed interest in AI tools but wanted assurance that their teams could use them effectively. Supporting this transition would strengthen client relationships. It would also support their goals, like upskilling employees and providing advancement opportunities.
Maria Cecilia De Luna, Atento’s Global Quality and Continuous Improvement Director, explains: “KYP is a solution that should be integral when we present to our future and existing clients. Potential clients really appreciate it; it’s one of the determining factors.”
The Four-Part Enhancement Strategy
Atento designed its KYP.ai partnership around four key areas:
Smart Data Integration
KYP.ai automated data capture and analysis across client systems. This freed up Atento’s analytical teams to spend their time on insights and recommendations instead of data preparation. Real-time AI pattern recognition works alongside human expertise to identify optimization opportunities quickly.
Structured Implementation Process
The rollout followed a clear timeline:
- Days 0-5: Secure system connections
- Weeks 1-2: Dashboard setup and initial insights
- Weeks 2-3: Opportunity identification and mapping
- Ongoing: Implementation and measurement
User-Friendly AI Tools
KYP.ai Concierge enables employees to ask questions as they would to a colleague or friend and receive instant answers. Ready-made prompts help teams get comfortable with AI gradually. In fact this roadmap addition, was led by Atento, demonstrating their mutual dedication to excellence. This approach supports Atento’s change management expertise by making new technology feel approachable.
Flexible Automation Recommendations
Instead of pushing one-size-fits-all solutions, the platform suggests the best approach for each specific situation. Options include implementing AI, refining processes, or enhancing knowledge management systems. KYP.ai analyzes patterns and recommends domain-specific business cases in a particular scenario, department, or challenge. This means that all clients receive a unique, hyper-personalized, pre-calculated roadmap for transformation.
Results That Matter
Numbers effectively highlight the achievements of this partnership.
A food delivery client saw a 35% productivity improvement after KYP.ai identified bottlenecks in their ticket distribution system. Agents were sitting idle on certain queues while tickets backed up in others. An issue that became obvious once they had real visibility.
A manufacturing client achieved 25% efficiency gains in their replacement parts process. The AI helped streamline the process of matching customer data with warranty information and identifying the most cost-effective parts in stock.
Operations management improved by 27% across multiple clients, leading to significant cost reductions. Process improvement opportunities of 20% were identified organization-wide. Fifteen Atento employees earned KYP.ai certifications to build internal expertise.
Fernando Orellana, QA and Continuous Improvement Manager, captures the impact: “KYP.ai gives us a clear, real-world view of how processes actually play out and how our systems are used every day. It helps us spot inefficiencies in a really detailed and measurable way, which means we can bring solid, data-backed recommendations to our clients.”
What Made This Work
Three factors separated this successful enhancement from typical technology implementations.
Leadership understood the strategic opportunity. Senior executives recognized that enhancing their already strong capabilities would create competitive advantages. De Luna notes the platform “brings recommendations and uncovers limitless possibilities.”
Investment in team capabilities. With 15 employees getting their KYP.ai certification, they ensured that Atento could maximize the platform’s potential while maintaining their expertise edge. Generic training wouldn’t have delivered the same results. 15 certifications might not sound like much, but it meant Atento could use the platform to its highest return potential, rather than having unused software sitting around.
Client value drove every decision. Each enhancement was evaluated based on its measurable impact on the client. Technology that improves internal processes matters, but technology that demonstrably benefits clients is even more valuable.
The Bigger Picture: Competitive Advantage
Erick Stanley Lopez Rivera, a business transformation manager, explains what changed: “KYP gives you a good idea of what to focus on and to understand what things are not working properly.”
This sounds simple, but it’s actually huge. Most service companies are reactive. They fix problems after clients complain or spot issues during periodic reviews. Atento can now be proactive. They walk into client meetings with specific improvement ideas backed by data.
Diana Morales, who manages quality for US and Central American operations, sees the strategic value: “The integration of AI maximizes how the analysis is structured for operations, helping not only to generate insights and deep analysis, but also provides recommendations that can be converted into tangible actions.”
That last part matters. Insights are worthless if you can’t act on them.
Practical Steps for Other Companies
Most business leaders reading this likely wonder if a similar approach would work for them. Based on Atento’s experience, here’s what to consider.
Evaluate your current analytical processes. Calculate how much time expert teams spend on data preparation versus strategic analysis. If preparation exceeds 30% analytical work, automation could deliver significant value.
Map real-time insight opportunities. Identify areas where enhanced visibility could accelerate decision-making and complement existing oversight capabilities.
Assess technology readiness across stakeholders. Understanding comfort levels helps design implementation approaches that build confidence rather than create resistance.
Start with measurable pilots. Choose specific processes where you have strong employees that will embrace changes and new technology. Make sure they can track clear before-and-after metrics. Early wins build credibility for broader enhancements.
Lessons for Leadership
Several insights emerge from Atento’s experience.
Speed creates momentum. Implementations that show measurable improvements within 2-3 weeks maintain stakeholder support. Atento saw results quickly and built from there.
User adoption determines success. Sophisticated technology is meaningless if people won’t use it. Conversational interfaces and a gradual introduction significantly reduce adoption barriers.
Flexible approaches beat rigid solutions. Platforms that recommend the right enhancement for each situation deliver superior results compared to single-solution or generic tools.
Capability investment pays dividends. Certification programs and skills development ensure you can maximize technology investments over time.
Client outcomes must drive technology decisions. Internal improvements matter, but implementations succeed when they demonstrably benefit clients.
Why This Matters for Business Leaders?
Atento’s story illustrates something important about AI adoption. Successful companies understand how to make technology work with their existing strengths.
De Luna’s comment about “so little intervention” is telling. The best business technology doesn’t require you to change everything about how you work. It makes your current approach more effective.
Atento didn’t reinvent customer service outsourcing. They just got better at it. Their clients benefit from faster problem resolution, more proactive recommendations, and data-driven decisions instead of hunches.
The methodology is proven. The results are measurable. Other companies can follow a similar path by focusing on enhancement rather than replacement, investing in people alongside technology, and measuring everything by client impact.
Your competitive advantage probably won’t come from revolutionary changes. It’ll come from getting systematically better at what you already do. Atento figured that out, and it’s working.
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