Support services like Intuitive Service Desk simplify companies' technology journeys and increase team productivity by modernizing customer service management through intelligent automation and AI.
Image: Disclosure / Positivo S+
The efficiency of corporate technical support has a direct impact on the quality of customer service and the productivity of the service provider's employees. To achieve the much sought-after satisfaction of those served, process automation and data guidance emerge as allies of a premium experience, in addition to offering companies of different profiles more autonomy and flexibility. To meet this demand, Positivo S+ relies on Intuitive Service Desk, a digital corporate technical support center that serves as a point of contact between companies and customers to resolve problems, such as equipment and software failures, difficulties accessing systems, among others.
Using artificial intelligence, process automation and real-time monitoring, Intuitive Service Desk reduces incident response times and, consequently, allows the IT sector to act more strategically. This dynamic ensures greater availability of systems and support teams, which become even more strategic for the business, as they offer a better experience to customers, both internal and external.
“Traditionally, support services operate reactively, focusing on telephone support and manual records, which can lead to slowness and low efficiency. Intuitive Service Desk overcomes these limitations by implementing highly automated and intelligent support, ideal for faster problem-solving. Our solution allows companies to be more productive and resilient in the face of everyday technological challenges,” says Carlos Maurício Ferreira, CEO of Positivo S+.
Integrations with different platforms
In Service Desk, integration with multiple platforms and environments is an important differentiator for offering agile and efficient support, in addition to ensuring greater customer satisfaction and optimizing the service team's time. This synergy ensures that workflows occur without the need for manual intervention, reducing failures and accelerating incident resolution. With native connectivity to several business systems, the solution provides more fluid service, which optimizes the user experience and increases the operational efficiency of companies.
“An example of a routine action in the day-to-day life of companies that can be facilitated by the service is password reset. Our solution allows the platform to access only the information necessary to perform this operation in the user’s database with extreme security,” explains Carlos Maurício. “To validate the user’s data and perform the password reset, Intuitive Service Desk only needs to be integrated with the client’s AD (Active Directory – database that manages network users).”
Another advantage of the efficient IT service provided by the Positivo S+ platform is its ability to connect with customer call recording software (ITSM). This enables the automation of request opening, ensuring that, during the execution of automated processes, the steps that require integration with other customer tools or environments occur efficiently.
The executive emphasizes that data security and privacy are critical aspects for customers. The integration of technology with the customer's environment raises questions about access to sensitive data and possible risks to the IT structure. For this reason, Intuitive Service Desk adopts an API integration model, which allows fast and secure connections, without exposing unnecessary information or compromising the integrity of internal systems.
“With this type of integration, the platform only displays the data that is strictly necessary to execute automated tasks. This protects sensitive information and ensures compliance with strict security standards, which is essential for, for example, clients in the financial sector – such as banks and insurance companies, which have extremely strict requirements,” reinforces the CEO of Positivo S+.
Intelligent automation to increase efficiency
In addition to personalized service, Intuitive Service Desk incorporates advanced automations that streamline processes and reduce reliance on manual support, accelerating the resolution of recurring issues. This allows IT teams to focus on more strategic demands, while users receive faster and more efficient responses.
Intuitive Service Desk also seeks to reduce problems by using an intelligent platform that automates the handling of repetitive calls, which improves response time and ensures support that is more focused on what really matters. “The platform offers a range of intelligent automations, such as unblocking users, installing and removing software, enabling VPNs and even automated scheduling of technical support,” highlights Carlos Maurício.
Embodiment of the solution
One of the biggest challenges of digital support is providing a humanized and intuitive experience for the user. Even when interacting with technology, it is essential that communication is fluid and natural. Intuitive Service Desk was designed to understand nuances of human behavior and detect, for example, whether the user is calm, nervous or frustrated. With this intelligence, the solution adapts its approach to offer more empathetic and effective service, preventing the escalation of problems and improving the user experience.
To make this interaction even more natural, Intuitive Service Desk enables the creation of advanced virtual assistants, customized according to the identity and needs of each organization. In the case of Positivo S+, Estella was adopted as the official virtual assistant and generated more than 75% of automatic resolutions to the calls received by her, without any human intervention. Based on cognitive and generative artificial intelligence, she had a user satisfaction rate of 83%, as she understands the context of requests, interprets intentions and participates in active dialogues, providing precise solutions and personalized recommendations.
Available in multichannel support, virtual assistants can be accessed via WhatsApp Business, Telegram, Microsoft Teams, Google Chat, Slack, web portal and other platforms. In addition to this accessibility and convenience for users, they offer support in Portuguese, English and Spanish, have real-time translation and offer service in Libras, making it an inclusive solution that can be adapted to the needs of different audiences.
Generative AI: Accessible Corporate Knowledge
Estella – Positivo S+’s virtual assistant – Image: Disclosure / Positivo S+
Another innovation of Intuitive Service Desk is the use of Generative Artificial Intelligence, which transforms access to corporate knowledge. Virtual assistance can consult and interpret internal knowledge bases to answer questions and provide guidance on topics such as human resources, legal processes, technical support and other internal areas of the company. “With the use of GenAI, many demands can be resolved directly by Estella, without the need to open calls, optimizing employees’ time and increasing the company’s productivity”, explains Carlos Maurício.
Strategic impact for companies
End-user experience is a critical aspect of IT service, and the Intuitive Service Desk platform was developed to serve it in the most efficient way possible. With multiple support channels that adjust to each user’s needs, the solution improves interaction, speeds up call resolution, and increases satisfaction. In addition, intelligent automation makes service more agile and effective.
“Digital transformation requires companies to be increasingly agile and efficient. Intuitive Service Desk resolves incidents, anticipates problems, improves communication and reduces operational costs,” says Carlos Maurício. “With intelligent automation and generative AI, companies raise their service standards and ensure proactive support, in addition to an improved experience for their users.”
By making Intuitive Service Desk available, Positivo S+ reaffirms its commitment to innovation, offering a solution that combines technology, efficiency and accessibility. The platform transforms corporate support and drives digital evolution in companies.
To learn more about Intuitive Service Desk and other Positivo S+ solutions, visit official site of the business.
About Positivo S+
Positivo S+ is the brand for the business of Positive Technology focused on offering information technology (IT) services to simplify customers' technological journey. Created from the combined expertise of Algar Tech MSP and Positivo Tech Services, Positivo S+ offers a complete portfolio of solutions such as Digital Workplace, cloud computing services and IT infrastructure, as well as cybersecurity.
Present in 17 countries in Latin America, mainly in Brazil, Colombia, Argentina and Mexico, Positivo S+ is certified by MIT as one of the most innovative businesses in Brazil. In addition, it is positioned in the Leader quadrant in Digital Service Desk and Workplace Support Services in the ISG Provider Lens 2022 and ranked as the third largest provider of Digital Workplace services in Brazil, according to IDC. In 2024, it achieved the WeHelp NPS + 75 seal, with a YTD of 95.
About Positivo Technology
Positivo Tecnologia is a Brazilian technology company that develops, manufactures and markets computers, cell phones, tablets, devices for smart homes and offices, servers and other IT infrastructure solutions, as well as payment machines and educational technologies. It also offers managed IT services. The set of products and services is aimed at end consumers, companies, residential condominiums, schools and public institutions. The Company was founded in 1989, has its administrative headquarters in Curitiba (PR), factories in Ilhéus (BA) and Manaus (AM), and is present in Argentina, Kenya, Rwanda, China and Taiwan. The portfolio of brands and businesses is composed of Positive, Positive Smart Home, Positivo Servers & Solutions, PositiveSEG, Positive as a Service, Positive S+, VAIO, Infinix and Educational – Technology and Innovation Ecosystem. Additional information can be obtained at www.positivotecnologia.com.br. To find out the latest news about Positivo Tecnologia, visit the Press Room, as well as the Company's profiles on LinkedIn, Facebook and Instagram.
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