🎉🎉🎉 Today, we’re excited to show you something we’ve been working on... Pluno’s 𝗛𝘆𝗯𝗿𝗶𝗱 𝗔𝗴𝗲𝗻𝘁 - designed to make your support team’s day-to-day a little easier and a lot more efficient. Here’s how it helps: • 𝗥𝗲𝗽𝗲𝘁𝗶𝘁𝗶𝘃𝗲 𝘁𝗮𝘀𝗸𝘀? 𝗔𝘂𝘁𝗼𝗺𝗮𝘁𝗲𝗱.

The buzzword to know is agentic AI. What is it? AI that doesn’t just answer but actually decides what to do and then does it. How? 1. Perceives and understands - Reads input (chat message, email, screen, logs, etc.) - Figures out what’s going on and what the user wants. 2.

Is your team willing to work with AI? Wherever resistance exists, it doesn't seem to be about “anti-tech,” but risk, incentives, and trust. Things like: - Fear of job insecurity or losing recognition. - Lack of trust in AI quality. - Past experiences or assumptions that AI

“80% handled by AI” sounds great, but might change quickly when you take a deeper look. This number often mixes two different things: containment (no human touch involved) and actual resolution (the customer got what they needed). Because of this, dashboards look impressive,

If your KPI is “containment,” you will design mazes. If your KPI is “resolution,” you will design exits. “bot-first” is fine, but “bot-only” crosses the line. Recently, Dutch regulators said chatbots can’t block people from reaching a human. Do you think we’re headed toward

AI at scale is teaching millions what “AI” feels like. When a major platform’s support bot traps paying users in loops or needs profanity to route to a human, it doesn’t just frustrate customers. It shapes public trust in AI. The miss here is rudimentary: - Hiding the “talk to

The support world is split between people who say: "Humans like to talk to other humans, therefore..." And people who say: "99% of the time, a good LLM trained on your past support tickets can suggest exactly what is needed to fix, therefore..." Objectively speaking,

A snapshot from our darts night at a bar in Munich, where we got together to celebrate another Pluno win 🎯 The victory was completing another quarterly milestone target 🙌 I can count on this crew for Pluno targets as well as dartboard targets, though we still argue over who

If you run support for more than one brand, you’ve probably met the trap: Two brands use the same source of info for their AI support, and a refund rule sneaks into the wrong reply. 🤦 It’s a source boundaries issue. Different brands carry different policies, tones, and edge

If you are not yet using AI in your customer support operations, your first experience with this technology might be one where you think AI simply means automatically resolving tickets. Yes, deflection is indeed a big and very important part of the benefits of this adoption.

If you are not yet using AI in your customer support operations, your first experience with this technology might be one where you think AI simply means automatically resolving tickets. Yes, deflection is indeed a big and very important part of the benefits of this adoption.

See what we've been up to here:

Want your Answer Copilot to behave exactly the way you want? You can! Introducing custom (plain-text) workflows for the Answer Copilot 🥳 ... Define the steps it follows ... the checks it runs .. how it reasons All without writing code! And to make this even smarter, it

Pluno AI deflection agent now ensures every required field is captured before a handoff to your support team. If you’re coming from Zendesk AI and relied on custom fields there, the switch just got seamless: Pluno honors your Zendesk required-field configuration and makes sure

Numbers in isolation don’t add up. Ticket spikes. Escalations. Resolution counts. Pieces without a picture. Bring them together, and suddenly performance comes into focus. Meet the new Reporting Page, a single place to see how support is really working: → Total ticket trends

"You'll never be able to compete with Fin" That's what our (now) customer said on the first call. "But sure, go ahead and compare Pluno with Fin" We trained Pluno on their tickets & helpcenter. Fin had the same, plus 60 custom snippets they'd already set up. Then we ran a

FACEOFF: Pluno vs ZendeskAI. Who Won? I asked both AI assistants the same question: “Hi, how can I use the AI agents?” Here’s what happened: ZendeskAI gave me a generic explanation about their Knowledge Capture app. Helpful… but static. It read more like pasted documentation

What I love about this team is how quickly we go from facing a challenging situation to turning it into a win. The excitement never gets old. We don’t tremble in front of uncertainty; that’s why the wins keep piling up. And yet, it’s so easy to forget to pause and celebrate.

Every clarification email adds hours to resolution. Answer Copilot cuts it to seconds. Imagine instead of spending hours chasing down clarifications or searching across systems, your agents solve customer issues instantly. How much backlog would that prevent? How many

Seriously, did we just launch another Support Deflection AI Agent?! I asked my engineering team why it came across like what’s already out there. They told me: it’s not the same. Might as well just tell you exactly what they said: - It's fine-tuned to your domain, not just

Starting a new support role can feel overwhelming. Every ticket is a test. And asking for help, again, can chip away at confidence. But what if new staff didn’t just get answers… What if they got reasoning they could follow, and sources they could trust? Instead of