How Velotric's AI Agent Handles 58% of Routed Tickets and Cut Agent Research Time From 20 Minutes to Under 5
How Velotric uses Pluno's AI Agent and Copilot inside Zendesk to answer repetitive e-bike questions in seconds and free its 30+ person support team for complex cases.
Cristina Mercado
Reputation and Trust Manager in Customer Support at Velotric
Core Challenges
- Agents spent a significant amount of time answering the same questions again and again, which drove up workload and made it harder to prioritize the complex cases that need a human.
- Cristina built triggers for common pre-sale questions, like where to book a test ride. The trigger could answer the first question, but the moment a customer asked a follow-up it stopped working, and the ticket had to be reopened and assigned to an agent by hand.
- The team also tried Zendesk's own AI solution, but the replies did not feel natural. Customers could tell they were talking to a bot.
- The team was already struggling to keep up with ticket volume. A tool that needed a complex implementation was a non-starter.
Solutions
- AI Agent for repetitive questions
- AI Copilot with references
- Form submission integration
- Website chat for pre-sale
- Daily review and coaching
- Support in Slack
Key Results at a Glance
Before
Answered by agents
After
58%
Of Routed Tickets Handled by the AI Agent
Before
~20 min
After
< 5 min
Agent Time on a Copilot-Assisted Ticket
Before
Manual reply
After
~10 sec
To Answer a Simple Inquiry
Before
Broke on follow-ups
After
Full conversation
Pre-Sale Questions
A Seasonal Spike of Repetitive Questions
Velotric's support team of 30+ people answers calls and help desk tickets from direct-to-consumer riders. Biking is seasonal, so from summer through September the team handles around 10,000 tickets a month, and a large share of them ask the same questions.
- Repetitive inquiries eating agent time: Agents spent a significant amount of time answering the same questions again and again, which drove up workload and made it harder to prioritize the complex cases that need a human.
- Zendesk triggers broke on the follow-up: Cristina built triggers for common pre-sale questions, like where to book a test ride. The trigger could answer the first question, but the moment a customer asked a follow-up it stopped working, and the ticket had to be reopened and assigned to an agent by hand.
- AI answers that sounded like AI: The team also tried Zendesk's own AI solution, but the replies did not feel natural. Customers could tell they were talking to a bot.
- No appetite for a heavy rollout: The team was already struggling to keep up with ticket volume. A tool that needed a complex implementation was a non-starter.
“Our agents are spending a significant amount of time answering questions repeatedly. It increased the workload for our agents, and it is more difficult to prioritize complex cases.”
— Cristina Mercado, Reputation and Trust Manager in Customer Support
An Instant Setup, Then an AI Agent the Team Calls “Sophia”
Eric Xu, Velotric's co-founder and Head of Customer Experience, discovered Pluno and was impressed after his first meeting with the team. Cristina followed up for a demo and found there was almost nothing to implement: Pluno connected to Zendesk and started working.
Today Velotric runs Pluno's AI Agent on routed help desk tickets and, more recently, on website chat focused on pre-sale questions. Agents use the AI Copilot for everything that needs a human.
“There's not much challenge with the implementation. If we're going to activate it, it's going to work. It's like an instant solution. That's what we love with Pluno: it's just a simple integration.”
— Cristina Mercado
What Pluno delivered
AI Agent for repetitive questions
The AI Agent answers simple inquiries in about 10 seconds and holds the conversation through follow-up questions, which is exactly where Zendesk triggers used to fail.
AI Copilot with references
Instead of hunting through KB articles and product information, agents get guidance with references next to the ticket, so complex replies go out faster.
Form submission integration
Pluno helped Velotric integrate the form tool customers use to submit requests, and interprets what customers submit.
Website chat for pre-sale
Velotric recently added the AI Agent to chat on its website, focused on questions from riders who are still deciding which e-bike to buy.
Daily review and coaching
Cristina reviews every ticket the AI Agent handles each day, checks the tagging and responses, and coaches it by refining prompts and instructions.
Support in Slack
When Velotric has a question, the Pluno team answers in a shared Slack channel right away, not in a day or two.
“Instead of spending time on repetitive inquiries, our support team can now handle more complex tickets and those that need human intervention. A simple inquiry can be answered in a matter of 10 seconds. That's the best thing.”
— Cristina Mercado
58% of Routed Tickets Handled by AI, and Faster Human Answers
Answered by agents
58%
Of Routed Tickets Handled by the AI Agent
~20 min
< 5 min
Agent Time on a Copilot-Assisted Ticket
Manual reply
~10 sec
To Answer a Simple Inquiry
Broke on follow-ups
Full conversation
Pre-Sale Questions
Days
Instant
Vendor Support Response in Slack
Complex rollout
Instant
Implementation
“Over time, the team became more comfortable, and now they see it as a team member. Before, it was their competitor. If the AI Agent wasn't there, they would be the ones handling those tickets.”
— Cristina Mercado, on how her team's view of the AI Agent changed
“Amazing.”
That is how Cristina sums up Pluno in one word. Customers have even praised Sophia, the AI Agent, by name on Velotric's Facebook page, and her team now spends its time where people matter most.
Next, Velotric wants to widen coverage: when a case needs a quick human decision, like confirming a return, the AI Agent would ask the internal team for a simple yes or no and then continue the conversation with the customer on its own. Cristina's advice to teams with high volume, repetitive questions and a solid knowledge base: pair the Copilot with the AI Agent.
“Pluno helped us turn repetitive questions into scalable AI-assisted support while allowing us to focus our time and expertise where human involvement matters most.”
— Cristina Mercado, Reputation and Trust Manager in Customer Support
Stop settling for AI that needs constant babysitting
See how Pluno resolves 70% of tickets, including complex cases, while supercharging agent productivity.