Plusoft, a reference in solutions for the consumer journey, announced the version AI Gen Beta, your platform of Generative AI developed in collaboration with Google. The purpose of the launch is to increase the efficiency and quality of interactions between companies and consumers, with an emphasis on security, customization, and operational control.
What is AI Gen and where does it apply
A AI Gen it is a generative AI layer applied to customer experience (CX) and operation scenarios, with use in routines that require speed, consistency of language, and support for the human team. The platform is powered by a LLM (Large Language Model) from Google and combines deep learning and reinforcement learning techniques to generate contextual responses based on guidelines and available knowledge.
A relevant point in the solution design is the ability to adjust the level of variability of the responses by means of configured temperature. This adjustment allows you to calibrate the result according to the needs of the channel and the use case, including calls for greater language standardization.
Main functionalities for service and operation
AI Gen was structured to support both the consumer journey and the internal flow of teams dealing with high volumes of interactions. Among the resources presented, the following stand out:
- Summary of emails to accelerate understanding and prioritization of cases
- Suggested answers based on the context of the service
- Sentiment analysis to support screening and operational decision-making
- Moderation of aggressive, hateful, or discriminatory texts, with channel governance support
- Knowledgebase for more consistent and trackable answers
- User Assistant to support productivity and execution of service-related tasks
Security and privacy: how data is treated
In the disclosed architecture, Plusoft uses the Google's private cloud for data and access control. The information added to each client's knowledge base is used exclusively for generating generative AI responses in that context. The ad's base text also states that this data is discarded after processing, without giving feedback to LLM.
This design is relevant for companies that need predictability in topics such as LGPD, access control, data segregation by client, and content governance.
Why start with the Beta version
The version Beta it is an implementation phase restricted to a specific group of users, designed to test, adjust, and stabilize the solution before a large rollout. In practice, this format makes it possible to observe AI behavior in real cases, assess response quality, identify knowledge base gaps, and calibrate human approval flows.
Plusoft reported that Plusoft Omni CRM will be the first to receive the new functionality, which allows close monitoring of the responsiveness and relevance of the responses, with human monitoring in the cycle.
“Plusoft Omni will be the first to receive this new functionality, so its human monitoring can guarantee close monitoring of responsiveness, as well as the assertiveness and relevance of the answers.” — Bruno Alves, VP of Marketing and Innovation at Plusoft.
During the Beta period, the proposal is to capture operational evidence for scaling decisions, including metrics such as average response time, perceived quality, reopening rate, and impact on productivity.
“During this time, the Plusoft team will be able to closely monitor the responsiveness and effectiveness of Generative AI, ensuring that it is ready to offer a high-quality experience when it is made available to a wider audience.” — Marcelo Braga, VP of Operations at Plusoft.
Launch and next steps
At the presentation event, Plusoft registered the presence of more than 100 clients and partners for real-time demonstrations, with situations applied to business contexts.
“We welcomed more than 100 clients and friends to Plusoft to present the power of generative AI applied to our solutions. It was very powerful to demonstrate the combined firepower of Plusoft's Customer Journey Platforms with AI Gen Google in real time, with real situations applied to the business!” — Solemar Andrade, CEO of Plusoft
To follow updates about AI Gen and its use cases in the consumer journey, the recommendation is to follow the official Plusoft channels.
Frequently Asked Questions (FAQ)
AI Gen is a generative AI platform for which areas?
It is aimed at CX, customer service and operation, with productivity, quality, and interaction governance features.
How does AI Gen handle security and privacy?
The advertisement describes the use of Google's private cloud, access control and restricted use of knowledge bases by client, with the disposal of information after processing, without feedback from LLM.
Why did Plusoft launch a Beta version?
To operate with a restricted group, gather evidence of performance, calibrate rules, bases, and flows, and reduce risks before wider availability.
