What is Pluno?
Pluno is an AI support agent specifically engineered for B2B companies with technical products, focusing on resolving complex support tickets rather than simple FAQ inquiries. It integrates directly with Zendesk and learns from historical resolved tickets to understand troubleshooting steps, diagnostic questions, and edge-case solutions. This enables the AI to handle real support issues autonomously when confident, while escalating with full context when additional human intervention is required.
The platform connects to various internal tools such as Jira, Slack, and APIs to gather comprehensive context, providing agents with instant answers and on-brand response suggestions. It enhances support efficiency by reducing manual searches and facilitating faster resolution times, while maintaining security through SOC-2 Type 2 certification and GDPR compliance with data processed in Europe via Microsoft Azure.
Features
- Deflection AI: Automatically resolves complex tickets by learning from past resolutions and diagnostic flows
- AI Copilot: Provides instant answers across past tickets, help center, Slack, Jira, and APIs with on-brand response suggestions
- Escalation Copilot: Escalates tickets to human agents with full diagnostic context when AI confidence is insufficient
- Call Insights & Summary: Generates summaries and insights from support interactions
- AI Tagging & Field Filling: Automatically tags tickets and fills relevant fields based on content analysis
- AI-Powered Support QA: Monitors and ensures quality of support responses using AI analysis
- Integration with Discord & Telegram: Extends support capabilities to messaging platforms
Use Cases
- Automatically resolving technical support tickets involving debugging steps
- Reducing agent workload by handling complex diagnostic questions autonomously
- Improving first response time through AI-powered triage and context gathering
- Facilitating collaboration between support and engineering teams via automated Jira issue creation
- Enhancing support quality with AI-driven response suggestions and QA monitoring
- Managing high-volume technical support operations in B2B environments
FAQs
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How does Pluno ensure it doesn't provide incorrect answers to customers?
Pluno cross-checks multiple sources including past tickets, help center articles, and internal tools before responding, and only answers when it has sufficient evidence. When confidence is low, it escalates to human agents with full context instead of guessing. -
What happens if our historical tickets contain outdated or incorrect resolution information?
Pluno prioritizes the latest successful resolutions and cross-references multiple sources before providing answers. If confidence is low due to potentially outdated information, it will escalate the ticket to human agents rather than risk giving an incorrect response. -
How quickly can we expect to see results after implementing Pluno?
Most teams see useful results within days of implementation as Pluno immediately begins learning from historical tickets. The platform connects directly to Zendesk without requiring extensive manual configuration of workflows. -
What kind of return on investment can teams typically expect from using Pluno?
With an average autonomous resolution rate of 65%, teams typically save approximately 48% of agent time. For a 10-person US support team, this translates to roughly $334,000 in annual savings at a Pluno cost of approximately $60,000. -
Can we test Pluno without affecting our live support environment?
Yes, Pluno offers a free simulation option where you can either install the app in your Zendesk instance (keeping it disabled) or provide an export of your tickets for analysis. This allows you to see how Pluno would handle your actual tickets without impacting your live operations.
Related Queries
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Pluno Uptime Monitor
Average Uptime
100%
Average Response Time
128.44 ms
