Pluno: The AI Support Agent Built for Complex Technical Tickets

Introduction

Pluno is an artificial intelligence tool designed to help business teams manage difficult technical support problems. It works specifically with Zendesk, a popular customer service platform. Unlike other AI tools that only read help center articles, Pluno learns from your company's past solved tickets and connects with other tools like Jira and Slack. This allows it to understand real-world troubleshooting steps and provide accurate solutions.

Benefits

Pluno offers several key advantages for support teams. It can automatically solve over 40% of complex tickets without human help. When it cannot solve a problem, it escalates the ticket to a human agent with full context, so the agent does not have to start over. This feature reduces the time it takes to reopen tickets by an average of 23%. Pluno also acts as a copilot for human agents, suggesting answers and debugging steps that cut resolution time in half. Teams using Pluno report saving about 48% of their agent time, which can lead to significant cost savings.

Use Cases

Pluno is ideal for B2B companies that sell technical products and receive support tickets requiring deep troubleshooting. It is useful when issues involve multiple steps, diagnostic questions, or problems that span both support and engineering teams. For example, if a customer reports a login failure, Pluno can check past tickets, verify configuration settings, and fix the issue automatically if it is confident. It also bridges the gap between support and engineering by automatically creating Jira issues when a technical fix is needed, ensuring the support loop closes smoothly.

Pricing

Pluno does not list specific pricing tiers on its public page. However, the company provides a cost estimate based on typical usage. For a support team of ten people in the United States, the annual cost is approximately $60,000. This investment can result in annual savings of around $334,000 by reducing the need for human agent hours. The company also offers a free simulation where users can see how Pluno would have handled their last 50 real tickets compared to their current AI agent.

Vibes

Public reception for Pluno is positive, with users praising its ability to handle complex issues that other AI agents miss. One notable case study features Smartness, a lodging technology company. They switched from another tool that forced incorrect resolutions to Pluno. After the switch, they saw a 40% increase in automatic ticket resolution and a fivefold improvement in first response times. Users appreciate that Pluno provides human-like, context-aware responses rather than robotic text. The tool is also noted for its security, as it is SOC-2 Type 2 certified and GDPR compliant, with data processing happening in Europe.

Additional Information

Pluno was founded to address the limitations of traditional AI support agents that rely solely on static knowledge bases. The company emphasizes that their data stays under the customer's control and that no customer data is used to train their models. Pluno integrates directly into existing Zendesk workflows, meaning companies do not need to migrate or replace their current systems. The technology runs on Microsoft Azure, and the company has achieved SOC-2 Type 2 certification to ensure high standards of security and compliance.