Solution increases accessibility in customer support and presents one more option in customer service
Plusoft, one of the leading Human Experience (HX) and Customer Experience (CX) companies, announces its AI-powered voicebot offering as an option for businesses that want to expand customer contact and increase access for different audiences to communication channels. Communication.
The solution is part of plussoft AI, a platform for virtual assistants and intelligent chatbots from Plusoft, which differentiates itself from the market by offering an omnichannel 100% integration, integrating in a single place all the interactions carried out by the user and the brand and allowing the person to use different service channels to finalize a request.
Usage and accessibility
The operation of a voicebot starts in a very similar way to that of the Audible Response Units (URAs), with a person calling a call center and being greeted by a robot that introduces itself and asks what it can help with. The secret lies in the fluid dialogue that follows soon after.
“Unlike an IVR, the voicebot is not tied to a decision tree that only understands a single answer”, says Bruna Alves, Vice President of Marketing, Innovation and Products at Plusoft. “By having artificial intelligence, the tool evolves according to use and provides better responses to the user.”
Alves points out that the solution also plays an important role in increasing the use of digital service channels for different audiences. “Brazil, unfortunately, has a high level of functional illiteracy, which makes many people feel unconfident about texting. The use of a voice solution solves this problem and opens doors to serve more consumers with speed”, he emphasizes.
Rising segment
Emerging voice chatbot market is expected to grow in the coming years due to increasing use of smart speakers and adoption of technologies such as voice identity recognition.
According to data collected by IndustryARC On the report “Voicebots Market Report – Forecast (2022-2027)”, the voice bots market is expected to reach USD 98.2 billion in 2027, growing by an average of 18.6% in the coming years. According to 2021 data, North America led the adoption of this resource, with 37% of market share, followed by Europe (28%), Asia (19%) and South America (10%).
Solemar Andrade, CEO of Plusoft, believes that Latin America's share in this market should grow in the coming years and that businesses that prepare for this moment will have a competitive advantage.
“As with other conversational solutions, the voicebot offers an increasingly better service as it is 'tested' by different audiences in a company. Starting to use this tool now ensures that the business is better prepared to, in the very near future, efficiently meet this demand, which is only expected to grow.”
