Atento Drives the Creation of New Roles in Generative AI to Transform the CX Sector

Atento Florida

The company accelerates industry innovation by hiring specialists in conversational AI, including prompt engineers and conversational designers, reinforcing its commitment to people?centered technologystudy, by 2027 half of the organizations that originally planned significant reductions in their customer service workforce will reverse course, choosing instead to retain human agents as a critical part of the customer experience.

To date, more than 40 new positions related to generative AI and automation with continued global expansion underway. The company has also launched more than 15 training programs focused on essential skills including the use of ChatGPT and other AI tools, innovation methodologies, and prompt creation, ensuring employees are fully prepared for the emerging challenges of generative AI.

Among the professionals shaping this evolution are Vanessa Marquiafável Serrani, who holds a Ph.D. in Linguistic Studies and is now a prompt engineer at Atento, and Natália Favrin Keri, a conversational designer. Both represent a new generation of talent dedicated to developing innovative AI-driven solutions aligned with clients' business goals.

"Working with conversational AI isn't just about programming responses. It's about understanding how people think and communicate, then translating that into machine language," said Vanessa Marquiafável, Prompt Engineer at Atento.

About Atento

Atento is the largest provider of customer experience management and business process outsourcing services ("CXM BTO") in Latin America and one of the leading providers worldwide. Atento is also one of the leading providers of nearshoring CXM BTO services for companies operating in the United States. Since 1999, the Company has developed its business model across 17 countries, employing more than 80,000 people.

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