Atento Expands in Mexico with AI-Driven Insurance Solutions

Atento is solidifying its position in the Mexican market with the implementation of a comprehensive digital transformation model tailored to the insurance sector, integrating automation, artificial intelligence, and process optimization.

"We are helping insurers adapt to digital change and optimize their operating costs through a Business Transformation Outsourcing (BTO) strategy that combines advanced technology, data analytics and human talent," said Elia Santillan, Country Director, Atento Mexico.

Atento's involvement in the Imagen Insurance Summit 2025 highlighted its strategic focus on redefining the customer experience (CX) in a rapidly digitalizing insurance industry. According to Excélsior, 75% of insurance premiums are projected to be sold online by 2025. In this context, Atento has advanced its BTO approach—an evolution of traditional Business Process Outsourcing (BPO)----to transform end-to-end processes using intelligent technologies and advanced analytics, as noted by HR Zone.

With 23 years of operations in Mexico and over 25 years globally, Atento has become a key partner in customer experience and BPO solutions. Through platforms like Atento IA Studio, Atento Insights, Atento Knowledge, and Atento Conversation, the company has optimized critical processes for insurers, including sales, collections, customer acquisition and retention, and after-sales service. These tools enable personalized customer service, enhance operational efficiency, and reduce costs.

One notable success story includes Atento achieving a 35% cost reduction by automating processes and improving Average Handle Time (AHT). Additionally, the company reduced service times by over 20% and increased first-contact resolution rates. These results were driven by quarterly pilot plans focused on continuous operational optimization and AI deployment to better allocate resources, minimize staff turnover, and reduce absenteeism.

Key tools include Atento Insights, which enables insurers to anticipate customer behavior through real-time data analysis, and Atento Knowledge, which provides critical information at the point of contact. AI-powered Atento Conversation delivers personalized interactions across multiple channels. Meanwhile, the GenAI Bot and Knowledge Assist virtual assistant work continuously to support agents in real time, ensuring 90/10 service levels and 95% operational adherence in insurance accounts.

In terms of security, Contact Forum highlights Atento’s robust measures, including data encryption, multifactor authentication, and regular audits. For the past four years, Atento has maintained ISO 56002 certification for innovation management, bolstering its cybersecurity and fraud prevention capabilities. These efforts ensure regulatory compliance and protect user data, reinforcing Atento’s leadership in the industry.