Friday, January 23, 2026
Omilia and Atento have announced a strategic alliance aimed at redefining how enterprises deliver customer experiences at scale through advanced Agentic AI. The partnership brings together Omilia’s self-learning conversational AI technology with Atento’s global expertise in customer experience management and business transformation outsourcing (CXM/BTO).
As customer expectations continue to rise and interactions become more complex, enterprises are increasingly looking for AI solutions that can go beyond scripted automation. This collaboration directly supports the evolution of Atento’s AI-driven portfolio, which is structured around three strategic pillars: AI Advanced Insights, AI Agent Assist, and AI Agent. Omilia’s technology plays a key role in strengthening and accelerating the AI Agent pillar by enabling virtual agents that can reason, act, and learn autonomously across every customer interaction.
Through the alliance, Atento integrates Omilia’s advanced conversational and agentic AI capabilities into its ecosystem, enabling the automation of complex customer journeys across both voice and digital channels. Omilia’s platform combines deep natural language understanding with intelligent orchestration across workflows and enterprise systems, allowing virtual agents to handle more nuanced conversations while maintaining context and accuracy.
The result is a new generation of intelligent bots and virtual agents that deliver more natural, human-like interactions while improving operational efficiency. Businesses working with Atento can benefit from reduced handling times, improved resolution rates, and more consistent customer experiences—without sacrificing governance, control, or compliance.
The partnership also has a strong global focus. Omilia and Atento will collaborate across key strategic markets, including the United States, EMEA, and Latin America. Joint initiatives will center on accelerating the adoption of next-generation conversational AI solutions and demonstrating their measurable impact on business outcomes such as customer satisfaction, cost optimization, and service scalability.
Leadership from both companies emphasized the long-term value of the alliance. Atento highlighted how Omilia’s Agentic AI capabilities align with its vision of delivering intelligent, outcome-driven CX solutions, while Omilia underscored Atento’s deep domain expertise and global reach as critical enablers for scaling AI-powered customer experiences worldwide.
By combining advanced Agentic AI with proven CX and BTO capabilities, the collaboration positions Atento as a stronger strategic partner for enterprises undergoing digital and operational transformation. At the same time, it reinforces Omilia’s role as a leader in self-learning conversational AI—helping organizations move toward more autonomous, efficient, and customer-centric engagement models.
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