Pluxee has launched Plaksi, a new-generation digital assistant built on an agentic AI infrastructure that enables users to complete a wide range of transactions without human intervention while providing round-the-clock support.
The company says the system can resolve 95% of incoming requests autonomously, handling processes ranging from card transactions and balance inquiries to account management tasks, while significantly enhancing customer experience and operational efficiency.
Changing work models reshape employee expectations
The evolution of employee benefits and workplace models over recent years has fundamentally changed how and when users interact with corporate support services. Before the pandemic, employee benefit programs were largely centered around meal cards used during lunch hours.
The rise of remote and hybrid working arrangements expanded both the scope and usage patterns of employee benefits, introducing more flexible solutions such as instant rewards, transportation support and digital benefit programs.
As employee spending shifted beyond traditional working hours and physical locations, demand for always-available customer support became increasingly important. Pluxee said this trend formed the basis for its investment in AI-driven customer service technologies.
Agentic AI introduces digital employees into operations
According to Pluxee Türkiye Deputy General Manager for Customer Experience Serdar Güngör, the company analyzed customer journeys and observed that users typically searched for answers through search engines, websites, mobile applications and self-service support channels before contacting customer service teams.
Following the launch of its Help Center initiative last year, the company developed Plaksi to create a more proactive support model capable of addressing customer needs before escalation to human agents becomes necessary.
“Today, users expect more than access to a support line; they expect immediate solutions. Our starting point with Plaksi was to eliminate reactive support models and create a proactive assistance experience where employees can manage daily transactions easily while companies can monitor processes in real time.”
Güngör added that Plaksi has become an integral part of Pluxee’s operational structure within six months of deployment, introducing what the company describes as 12 digital employees into its customer operations organization.
The company estimates that this structure enables customer services to operate approximately four times more efficiently while maintaining uninterrupted support availability.
Moving beyond traditional chatbots
Unlike conventional chatbots that primarily provide information, Plaksi has been built on an agentic AI architecture capable of executing transactions directly on behalf of users.
Employees can use the assistant to check available and pending balances, change PIN codes and manage account-related requests in seconds. Corporate customers can track order statuses, monitor outstanding invoices and create account statements, while merchants gain access to payment information and transaction details in real time.
Where necessary, users can still connect directly to customer service representatives, allowing the platform to combine automation with human expertise for more complex or sensitive issues.
Learning systems improve over time
Pluxee says the AI infrastructure continuously learns from user interactions, enabling the platform to improve the accuracy and relevance of its responses over time.
Available across channels including WhatsApp, mobile applications and online customer portals, the system allows employees, corporate clients and merchants to manage support requests independently of time or location constraints.
The company views the initiative as part of a broader shift away from traditional customer service models toward intelligent systems capable of learning, executing tasks and interacting proactively with users.
Why it matters
As organizations increasingly move beyond conversational AI toward agentic systems capable of taking action autonomously, customer service is emerging as one of the earliest large-scale enterprise use cases for this technology.
Pluxee’s deployment of agentic AI reflects a growing trend among enterprises seeking to combine automation with human expertise, allowing artificial intelligence to manage repetitive operational tasks while employees focus on areas requiring judgment, empathy and specialized knowledge.
