Deflection AI overview
Deflection AI resolves tickets and chats on its own, and hands the rest to your team with a summary. Learn what it does and how to turn it on step by step.
Deflection AI answers your customers for you. It replies when your knowledge gives it a complete answer, and hands the conversation to your team with a short summary when it does not.
In the Pluno web app, this module is called Deflection.
What Deflection AI does#
- Resolves tickets end to end. It reads the ticket, searches your knowledge, follows your workflows, and replies as an agent in your help desk.
- Asks before it gives up. If your past tickets show that your team needs a detail from the customer first, Pluno asks for it.
- Hands over with context. When it cannot resolve a ticket, it returns the ticket to your queue with an internal note that sums up the problem and what it found.
- Closes the loop. A ticket Pluno answered is solved automatically after 72 hours with no further activity.
Where it works#
| Ticket deflection | Messaging deflection | |
|---|---|---|
| Channels | Email and web forms | Web chat, WhatsApp and other messaging channels |
| How Pluno gets the conversation | The ticket is assigned to Pluno's agent | Pluno is the first responder on the channels you enable |
| Setup guide | Set up ticket deflection | Set up messaging deflection |
You can run one or both.
Built-in safeguards#
- Pluno steps back for humans. Once a human agent replies publicly on a ticket, Pluno stops answering that ticket on its own.
- A clean handoff. After Pluno escalates a ticket, your team leads the conversation. With hybrid mode, Pluno stays involved and keeps the customer updated on escalated issues.
- No reply loops. Pluno stays silent when a customer message looks like an auto-reply, such as an out-of-office message.
- No guessing. If the information is missing, ambiguous or contradictory, or the request needs a business decision such as a refund, Pluno escalates.
See How Deflection AI handles a ticket for the full behavior.
Before you start#
- You have finished setup and Pluno has finished learning from your tickets. Until then, Ticket deflection and Messaging deflection are locked.
- You have the Admin role in Pluno.
Turn it on, step by step#
- Test it first. Send a test email and see how Pluno would answer, before any customer does.
- Set up ticket deflection. Choose the agent Pluno replies as and switch on auto-assignment.
- Write your workflows. Tell Pluno your rules, such as when to always escalate.
- Set up messaging deflection, if you want Pluno to answer chats.
- Watch the results in Reporting.
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