Friday, February 26, 2021

End of chatbot as we know it? Plusoft combines technology with humanized service

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In the world of technology startups, Plusoft is a veteran who lives off reinvention. Like Zendesk, it is that type of company that is invisible to consumers, but crucial in interacting with companies. The customer service company started 33 years ago and evolved along with technology, through phone, fax, e-mail, social networks and messaging applications. Like many in the industry, it also adopted customer service concepts based on customer experience, offering automated service features that solved the problems of consumers at companies that hired their services. To do this, Plusoft joined the wave of chatbots, service robots that use artificial intelligence resources and solve common problems in seconds. But, with the pandemic that hit the world in 2020, a sea of ​​new customers came to the digital environment and, again, came to yet another reinvention. Plusoft is now starting to put aside the customer experience and focus on humanized experience.

To accomplish this, the company bet on more technology. She adapted the chatbots to make them more like a human being. The chatbot can have an avatar, a character, and it can work differently depending on the case, with technical or more colloquial language. The company also allows chatbots to have voice interactions and, for this, has adapted them to different Brazilian accents and regionalities.

In the wave of humanization of service, the company also offers video call interactions with attendants, but without giving up the records required by law for any service, such as recording and protocol number, with data that may have been integrated into the corporate client management system. from the company. “We continue to produce cutting-edge software, but they are made for people to use correctly, and not for engineers,” says Solemar Andrade, Plusoft’s CEO, in an interview with EXAM. Plusoft enables communication with customers on 17 digital channels, such as WhatsApp, e-mail, Twitter, Facebook, Instagram and ReclameAqui.

With this trend, you may ask yourself: is it the end of human service? Not for the time being. Although the service is automated, there is always the possibility of service by a human being for specific cases, something that happens even in companies that have self-service as a differentiation in the business, as is the case of fintechs like Nubank.

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End of chatbot as we know it?  Plusoft combines technology with humanized service