Learns from past tickets & resolves complex cases
Most AI agents rely on help center articles. Pluno's Deflection AI learns from past tickets — troubleshooting steps, diagnostic flows, and edge-case fixes — to resolve real issues other AI can't, natively in Zendesk.
70%
Avg. resolution rate
<1min
First response time
48%
Agent time saved
Trusted by 200+ support teams resolving 500K+ tickets per month
Most AI agents fail on the tickets that matter most
AI works well for simple FAQs
Real tickets need cross-system debugging and multi-step reasoning — not a link to an article.
That knowledge doesn’t live purely in your help center
It lives in past Zendesk tickets, Slack threads, and engineering systems — places most AI agents can’t reach.
That's why most AI agents fail — or escalate.
Pluno Deflection AI is built for those tickets.
Researches every ticket like your best agent would
Instead of returning the first Zendesk article it finds, Pluno reconstructs how your team would actually solve the issue.
- Identifies the problem and searches past similar tickets
- Follows diagnostic steps your agents used
- Cross-checks across tools and builds a complete answer
- Only then does it respond
Resolves when confident, escalates when not
When Pluno can't resolve a Zendesk ticket, it doesn't guess. It escalates with a full research summary so your team can pick up where the AI left off.
- Internal notes with research summary, evidence, and next steps
- Two-way Jira and Slack sync keeps escalations on track
- Automated follow-ups based on SLA so nothing falls through
Works across email, web, and custom integrations
Deflection AI handles incoming requests across Zendesk email, web forms, and messaging channels including WhatsApp — all with the same depth of research and response quality.
- Email and form ticket deflection
- Messaging via Zendesk Sunshine Conversations
- WhatsApp, web widget, and more
Built for accuracy, not just speed
Most AI tools optimize for response rate. Pluno optimizes for correct answers.
That's why every response is backed by:
Deep knowledge search
Parallel searches across your Zendesk knowledge base, past tickets, docs, and connected APIs.
Iterative research process
Multiple rounds of research, cross-referencing sources until confident in the answer.
Built-in safety guardrails
Loop detection, rate limiting, deflection caps, and sync to prevent duplicate or runaway responses.
Smart auto-resolve
Auto-resolves and tags the Zendesk ticket after 72 hours of no reply — keeping your queue clean.
Custom API integrations
Connect APIs so Pluno can fetch live data mid-conversation — order lookups, account status, and more.
AI Workflows
Custom instructions and business rules for silent escalations, priority routing, and conditional responses.
How Deflection AIworks
From incoming ticket to resolution or escalation — in seconds.
Ticket received
New Zendesk ticket arrives via email, form, or messaging. Deflection AI picks it up automatically.
Research & diagnosis
Searches past tickets, docs, Slack threads, and APIs in parallel to diagnose the issue.
Resolve or escalate
Sends a verified response if confident. Escalates with full context and next steps if not.
Auto-close & learn
Auto-closes after 72 hours if resolved. Every outcome feeds back to improve future responses.
My CEO tested it once, asked one question, and immediately saw that the AI was impressive. That was it.
Aurelien Wei
Team Lead Support, Innovorder
67%
Resolution rate on complex B2B tickets
<1min
First response time (down from 1 hour)
71%
Less onboarding time for new agents
Explore Pluno's other features
Frequently asked questions
Deflection AI is built for technical, multi-step support issues — not simple FAQs. If your tickets involve debugging, integrations, or require coordination with engineering, that's where it performs best.
Most AI agents are trained on help center articles alone. Deflection AI learns from your actual resolved tickets — troubleshooting steps, diagnostic flows, edge-case solutions. It also runs an iterative research process with multiple knowledge searches per query, cross-checking past tickets, documentation, and connected tools before responding. The result: accurate answers on complex issues that other AI agents escalate or hallucinate on.
Pluno is designed to answer only when it has verified evidence from multiple sources. It cross-checks past tickets, help center content, and internal tools before responding. When confidence is low, it escalates to your team with full context instead of guessing. You can also run a free simulation on your own tickets to see how it performs before going live.
Pluno prioritizes the latest successful resolutions and cross-checks across multiple sources before answering. When information is ambiguous or contradictory, it escalates instead of guessing — so outdated information doesn't reach your customers.
Deflection AI works across Zendesk email, web forms, and messaging channels via Sunshine Conversations — including WhatsApp, web widget, and more. The same depth of research and response quality applies across all channels.
Pluno connects directly to Zendesk and starts learning from your historical tickets immediately. Most teams see the first useful results within days, without manually configuring workflows or decision trees.
When Pluno can't find sufficient evidence, needs system access, or a business decision is required (refund, discount, etc.), it escalates to your human team. The escalation includes a full research summary with relevant ticket references, diagnostic context, and suggested next steps — so your agents never start from scratch.
Yes. All data processing happens in Europe, and LLMs are hosted via Microsoft Azure — model providers never have access to your data, and no models are trained on it. Pluno is SOC-2 Type 2 certified and fully GDPR compliant.
Yes. We offer a free simulation where we run your most recent 50 tickets through Pluno and present a side-by-side comparison showing exactly how it would have responded. No risk, no commitment.
Resolve your complex tickets with Pluno
Run a free simulation on your own tickets and see how Deflection AI handles the issues your current AI escalates or gets wrong.