São Paulo, November 29, 2022 — Plusoft AI, a Plusoft tool that allows the construction and management of virtual assistants, chatbots and voicebots, was highlighted in the ISG Provider Lens — Sneak Preview Brazil 2022 report, promoted by the Information Services Group (ISG), which conducts studies and evaluates platforms and products in the technology market.
The solution has been gaining relevance in the market through features aimed at innovating customer service and improving the interaction between virtual assistants and consumers. In practice, this contributes to a more efficient experience for the user and for the operation, by directing low-complexity demands to automation and allowing human agents to prioritize cases that require more time for analysis and negotiation.
Why Plusoft AI was recognized in the ISG report
The recognition mentioned in the report is associated with the recent releases of Plusoft AI, focusing on voice communication, automation applied to WhatsApp, and expansion of service channels.
Among the highlights is the functionality of Text to Speech and Speech to Text, which transforms text into audio and audio into text during WhatsApp service. The feature was launched in partnership with CPQD and aims to improve the bot's understanding in interactions with voice messages and responses in different formats, according to the user's preference.
Another mentioned release is the Voice URA, which adds the option of answering by phone call, using artificial intelligence features and integration with an intelligent assistant to help identify intentions. This type of application is relevant in operations that need to offer alternatives other than chat, maintaining routing capacity and interpretation of the reason for contact.
With these resources, the solution reinforces its proposal for omnichannel, by allowing a more fluid experience through integrated channels and with continuity of context in the customer journey.
“Contender” classification in ISG Provider Lens — Sneak Preview Brazil 2022
In the report, Plusoft was identified in the category “Contender”, alongside other companies evaluated according to the criteria established by the ISG. The classification indicates that the platform meets the requirements analyzed and has relevant maturity within the scope of the study.
“We are very happy to receive this recognition, it is the first step towards other achievements that we wish to achieve. The virtual assistant market is evolving very fast and we have programmed our functionalities to keep up with these changes and deliver the best experience for the user”, he comments Bruno Alves, Vice President of Innovation and Marketing at Plusoft.
According to Alves, the evolution of the product is oriented towards customer autonomy and operational efficiency: “We truly deliver a good customer experience, thinking of providing autonomy in building their journey with the company, solving problems and joining new products and services”, he concludes.
