BPO player Atento is restructuring its workforce by introducing new roles centered on generative artificial intelligence (AI), including prompt engineers and conversational designers.

 

The initiative is part of the company's broader global strategy, which aims to integrate AI and automation into customer service processes while retaining and strengthening human expertise through continuous training.

Atento strategically positions itself to support customers in this development by helping them transform their business with better-trained teams instead of full automation.

The company's management emphasizes that technology plays a reinforcing, not a replacing, role in this new structure.

Thiago Zanon, Global HR Director at Atento, states: “Technology does not replace people; it enables them to get the best out of themselves. At Atento, we are building increasingly qualified teams to support our clients in this transformation process, stimulating talent development and creating new career opportunities.”

The strategy is a deliberate attempt to combine the effectiveness of technology with the subtle skills of people in managing customer relationships.

Atento has introduced specialized roles directly linked to generative AI. To date, more than 40 new roles have been created, with further global expansion underway.

The new roles include prompt engineers, conversational designers, and AI analysts, who are currently integrated into Atento's work to provide customers with customized solutions.

These roles combine creativity, technology, and human skills, and demonstrate that the company is committed to making technology more human, rather than merely automating interactions.

To support this workforce transformation, Atento has established more than 15 training programs focused on core competencies, including ChatGPT, additional AI tools, innovation processes, and rapid creation.

(Atento)

Human Resources