Atento is reshaping its workforce by introducing new roles centered around generative artificial intelligence, marking a significant step in its ongoing customer experience (CX) transformation strategy. The company is integrating positions such as prompt engineers, conversational designers, and AI analysts to align with the growing demand for AI-driven customer service solutions.
Driving a Human-AI Collaborative Model
This move reflects a broader shift in the industry, where businesses are moving away from workforce reduction strategies and instead embracing collaboration between human agents and AI technologies. According to insights from Gartner, by 2027, nearly 50% of organizations that initially aimed to cut customer service staff will retain human agents as a critical component of CX delivery.
Atento is positioning itself to support this evolution by helping clients transition toward hybrid service models that combine automation with skilled human intervention. Rather than replacing employees, the company emphasizes enhancing their capabilities through AI integration and upskilling initiatives.
Thiago Zanon, Global HR Director at Atento, highlighted this vision, stating that technology should act as an enabler for employees, allowing them to perform at their highest potential while opening up new career pathways.
New Roles Powering AI-Led CX Innovation
As part of this transformation, Atento has already created more than 40 specialized roles linked to generative AI, with plans to expand further across global operations. These roles—including prompt engineers, conversational designers, and AI analysts—focus on developing personalized, intelligent customer interactions.
The company is also investing heavily in talent development. Over 15 training programs have been launched to build expertise in areas such as AI tools, prompt design, rapid innovation, and conversational technologies like ChatGPT.
Professionals such as Vanessa Marquiafável Serrani, a prompt engineer with a background in linguistics, and Natália Favrin Keri, a conversational designer, exemplify the new wave of talent driving this initiative. Their work highlights the importance of blending technical knowledge with a deep understanding of human communication to design effective AI-powered interactions.
Serrani emphasized that conversational AI goes beyond coding responses—it requires interpreting human behavior and translating it into meaningful machine interactions.
Balancing Technology with Human Expertise
Atento’s strategy underscores a deliberate effort to balance technological efficiency with the emotional intelligence and adaptability that human agents bring to customer engagement. By combining AI capabilities with human insight, the company aims to deliver more personalized, efficient, and scalable customer experiences.
