From Tribal Knowledge to Team-Wide Intelligence: How Waste Vision Made Expert Support Scalable with Pluno
How Waste Vision unlocked tribal knowledge with Pluno AI, deflecting 10-20% of tickets and saving minutes per interaction.
Ruben Martin
Teamlead Service at Waste Vision
Core Challenges
- When an agent encountered a complex issue involving a specific sensor configuration or an edge case in the access control system, the path to resolution often ran through a single experienced colleague. If that person was unavailable, the ticket waited.
- Agents spent significant time searching through documentation and historical tickets before even beginning to formulate a response.
- New employees faced long ramp-up periods, unable to operate independently until they'd absorbed enough context from colleagues.
- The AI tools they evaluated couldn't effectively leverage their historical ticket data. Instead, they produced generic responses that lacked understanding of Waste Vision's specialized hardware and software environment.
Solutions
- Deflection AI
- AI Copilot
- Deep integration
Key Results at a Glance
Before
0% Deflection
After
10-20%
Ticket Deflection Rate
Before
Manual Ticket Research
After
2-5 Min Saved per Ticket
Agent Time Savings
Before
Knowledge in People's Heads
After
Team-Wide Access
Accessible Knowledge Base
Before
Weeks of Setup
After
Few Days
Time to Full Implementation
When the Knowledge Lives in People, Not Systems
Waste Vision's core operational challenge wasn't response time, they already maintained a strong first response time of 1-2 hours. The real problem was more structural: critical knowledge was stored in the minds of specific employees.
Critical knowledge locked in a few heads
When an agent encountered a complex issue involving a specific sensor configuration or an edge case in the access control system, the path to resolution often ran through a single experienced colleague. If that person was unavailable, the ticket waited.
Time lost searching for answers
Agents spent significant time searching through documentation and historical tickets before even beginning to formulate a response.
Long onboarding for new employees
New employees faced long ramp-up periods, unable to operate independently until they'd absorbed enough context from colleagues.
Previous AI tools fell short
The AI tools they evaluated couldn't effectively leverage their historical ticket data. Instead, they produced generic responses that lacked understanding of Waste Vision's specialized hardware and software environment.
“Critical knowledge was stored in the minds of specific employees. Resolution of the hardest issues depended entirely on who happened to be available that day.”
— Ruben Martin, Teamlead Service
Historical Tickets as a Living Knowledge Base
Waste Vision selected Pluno primarily for one capability that set it apart: the ability to use historical Zendesk tickets as a knowledge base. Instead of relying solely on static documentation, which was always incomplete and often outdated, Pluno could learn from years of real support interactions.
“Every resolved ticket, every workaround, every edge-case diagnosis that an experienced agent had worked through became available to the entire team through Pluno's AI.”
— Ruben Martin
What Pluno delivered
Deflection AI
Now directly resolves approximately 10-20% of incoming tickets automatically. These are the requests where the answer exists clearly in the knowledge base, freeing agents to spend their time on complex, technical issues that require human judgment.
AI Copilot
For the tickets that do reach agents, Pluno serves as an AI Copilot, providing highly relevant, context-aware answer suggestions drawn from historical tickets and system knowledge. Instead of spending minutes searching through old tickets or consulting a colleague, an agent can review Pluno's suggestion and send a faster, more complete response.
Deep integration
They have also integrated Pluno into their own software platform, the Waste Vision Suite. This means Pluno is able to access and leverage both support knowledge and live system data, enabling even more advanced assistance capabilities.
“Pluno was operational within just a few days, configured directly by the Waste Vision service team without a lengthy onboarding process or external consultants.”
— Ruben Martin
An Indispensable Tool the Team Adopted Immediately
0% Deflection
10-20%
Ticket Deflection Rate
Manual Ticket Research
2-5 Min Saved per Ticket
Agent Time Savings
Knowledge in People's Heads
Team-Wide Access
Accessible Knowledge Base
Weeks of Setup
Few Days
Time to Full Implementation
“Pluno is helping Waste Vision to bring their customer service to the next level by unlocking knowledge, improving efficiency, and enabling scalable, high-quality support.”
— Ruben Martin
“Built for Teams with Complex Systems and Deep Ticket History”
Any organization managing technical support operations, especially those with complex systems and a valuable archive of historical support data, should look at Pluno seriously. Most AI tools treat support knowledge as a static input: upload your docs, get generic answers. Pluno does something fundamentally different. It learns from the real interactions a team has had with real customers over years.
“Pluno is helping Waste Vision to bring their customer service to the next level by unlocking knowledge, improving efficiency, and enabling scalable, high-quality support.”
— Ruben Martin
Stop settling for AI that needs constant babysitting
See how Pluno resolves 70% of tickets, including complex cases, while supercharging agent productivity.