Atento Creates 40+ Generative AI Roles to Augment Customer Service Workforce
Event summary
- Atento has created over 40 new roles focused on generative AI, including prompt engineers and conversational designers.
- The company has launched 15+ training programs to upskill employees on AI tools like ChatGPT and prompt creation.
- Atento's strategy aligns with Gartner's prediction that by 2027, half of organizations will reverse course on reducing customer service workforces.
- New hires include Vanessa Marquiafável Serrani (Ph.D. in Linguistic Studies) as a prompt engineer and Natália Favrin Keri as a conversational designer.
The big picture
Atento's move reflects a broader industry shift toward augmenting human customer service agents with AI rather than replacing them entirely. The company's strategy aligns with Gartner's findings that organizations are increasingly valuing human touchpoints in customer experience. This initiative positions Atento as a leader in the CX sector's transformation, potentially setting a new standard for AI integration in outsourcing services.
What we're watching
- AI Integration Pace
- How quickly Atento can scale its AI-driven roles across its 17-country operations and 80,000-employee workforce.
- Human-AI Synergy
- Whether Atento's approach of empowering human agents with AI will prove more effective than full automation in customer service.
- Talent Retention
- The company's ability to attract and retain specialized AI talent in a competitive market.
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