Test and roll out Deflection AI

You can see exactly how Pluno would answer before it talks to a single customer, and then widen its reach at your own pace.

Send a test email#

This is the fastest test. It works before you choose an agent or switch anything on.

1. In the Pluno web app, open Deflection, then Ticket deflection.
2. On the Test Deflection card, select Open Test Email. A draft opens, addressed to your support address with the subject Pluno Test.
3. Write the question you want to try, and send it from an email address that does not belong to one of your agents.

Pluno answers the ticket the way it would for a customer.

Test tickets are left out of Reporting.

Chat with Pluno in your widget#

1. Open Deflection, then Messaging deflection.
2. Open 2. Test Messaging Widget.
3. Enter your widget key or the address of a page where your widget is installed, and select Test Widget.

Pluno answers in the test widget even if no channel is enabled yet, and its replies are the same as they would be on a live channel. You need your messaging credentials in place first. See Set up messaging deflection.

Replay a past ticket#

Use this after you change a workflow or add knowledge, to see what difference it makes.

1. Open Insights & Analytics, then Ticket & Chat history.
2. Pick a ticket and select one of Pluno's messages.
3. Select Simulate Response, then Regenerate Response.

Pluno shows whether it would escalate and what it would reply with your current setup. Nothing is sent.

Ask for a simulation#

The Pluno team can run a free simulation on your 50 most recent tickets and show you, side by side, how Pluno would have answered each one. Nothing is deployed and no customer sees the answers. Contact the Pluno team to set one up.

Roll out gradually#

Pluno only answers the tickets and chats you send it, so you decide how fast to go. A typical path:

1. Start with a slice. In your help desk, narrow the Auto-assign new tickets to Pluno trigger to one brand, one ticket form or one group. See Limit Pluno to some tickets.
2. Review the first answers. Read them in Ticket & Chat history, and add a workflow or a question and answer wherever Pluno should have done something differently.
3. Widen the trigger to more brands, forms or groups.
4. Add messaging one channel at a time. See Enable your channels.

Track the effect in Reporting.