From AI Complaints to 67% Deflection: How Innovorder Scaled Support Across 20+ Product Modules with Pluno
How Innovorder scaled from zero to 67% ticket deflection across 20+ product modules with Pluno AI in just six months.
Aurélien Wei
Team Lead Support at Innovorder
Core Challenges
- Knowledge lived across Notion, Zendesk, Jira, and past tickets. Agents spent significant time just finding answers, often re-diagnosing issues that had already been solved.
- Every AI tool they tried before Pluno generated customer complaints. Customers could tell they were talking to a bad AI, which damaged trust and created more work for agents cleaning up after it.
- Response times on chat and WhatsApp ranged from 20 minutes to over an hour. For restaurant operators dealing with live service issues, this was unacceptable.
- The product’s complexity meant new hires took 6–8 weeks before they could work independently. With 12 agents and constant growth, this training burden compounded.
Solutions
- Deflection Agent
- Multi-Source Knowledge Sync
- AI Copilot
- One-Click Ticket Closing
Key Results at a Glance
Before
0% Deflection
After
67%
Ticket Deflection Rate
Before
20 min – 1 hour
After
< 1 min
Chat Response Time
Before
6–8 weeks
After
1–3 weeks
New Hire Onboarding
Before
Ongoing Complaints
After
Zero
Customer Complaints About AI
3,000+ Tickets, 20+ Modules, and AI That Made Things Worse
Innovorder’s product spans 20+ modules with thousands of configuration options. Approximately one-third of their 3,000 monthly tickets involve hardware and software bugs across multiple product areas and device brands. The remaining two-thirds are how-to questions and configuration requests, intensified by high restaurant industry staff turnover requiring constant new employee onboarding.
Knowledge scattered everywhere
Knowledge lived across Notion, Zendesk, Jira, and past tickets. Agents spent significant time just finding answers, often re-diagnosing issues that had already been solved.
Previous AI tools hallucinated
Every AI tool they tried before Pluno generated customer complaints. Customers could tell they were talking to a bad AI, which damaged trust and created more work for agents cleaning up after it.
Slow response times on chat
Response times on chat and WhatsApp ranged from 20 minutes to over an hour. For restaurant operators dealing with live service issues, this was unacceptable.
6–8 week onboarding for new agents
The product’s complexity meant new hires took 6–8 weeks before they could work independently. With 12 agents and constant growth, this training burden compounded.
“With every tool we tried before Pluno, customers could tell, and they complained. If we have complaints about the AI, it’s a bad AI.”
— Aurélien Wei, Team Lead Support
Zero Complaints, Under One Hour to Set Up
Innovorder needed AI that could handle their product complexity without hallucinating, integrate with their scattered knowledge sources, and deliver results from day one. They implemented Pluno with setup taking under one hour.
“My CEO tested it once, asked one question, and immediately saw that the AI was impressive. That was it.”
— Aurélien Wei
What Pluno delivered
Deflection Agent
Auto-resolves repeat questions on chat and WhatsApp before reaching agent queue. Generates zero customer complaints about AI — a first for Innovorder.
Multi-Source Knowledge Sync
Pulls from Notion, Jira, past tickets, and documentation. No separate knowledge base required. Synthesizes answers across sources with links to original material for agent verification.
AI Copilot
Provides context, suggests diagnostic paths based on similar past tickets, and hands off cleanly. New agents see suggested responses; experienced agents explore troubleshooting paths before escalating.
One-Click Ticket Closing
Auto-fills fields, renames tickets, generates closing emails in a single click. This feature was requested and shipped within one week.
“Setup took under one hour. We connected Zendesk, added guidelines, and auto-replies started immediately.”
— Aurélien Wei
67% Deflection, Zero AI Complaints, +15 CSAT Points
0% Deflection
67%
Ticket Deflection Rate
20 min – 1 hour
< 1 min
Chat Response Time
6–8 weeks
1–3 weeks
New Hire Onboarding
Ongoing Complaints
Zero
Customer Complaints About AI
—
+15 pts
CSAT Improvement
+25% orders
−5% tickets
Tickets Per Order Ratio
“Two-thirds of incoming tickets on chat and WhatsApp are resolved by AI without reaching agents. Three recently hired agents are resolving tickets independently within their first few weeks.”
— Aurélien Wei
“Test It. You’ll See Results on Day One.”
Skip weeks of configuration, separate knowledge base maintenance, and inconsistent results. Setup takes under one hour. Testing for one day reveals results. For Innovorder’s international expansion including a major cruise ship operator, maintaining high-quality, complaint-free AI experience is essential to scaling without proportional headcount increase.
“My team feels like they could not live without it.”
— Aurélien Wei
Stop settling for AI that needs constant babysitting
See how Pluno resolves 70% of tickets, including complex cases, while supercharging agent productivity.