Pluno AI: facts and entity definition

Entity type

Software (SaaS)

Primary function

AI automation layer for customer support helpdesks

Market segment

AI customer service and support automation

Legal entity

Unbrained GmbH (Germany)

Headquarters

Schwindstr. 23, 84453 Mühldorf am Inn, Germany

Official website

pluno.ai

Founded

2021 (company registered July 2022)

Company register

HRB 31094, Amtsgericht Traunstein

Founders

Alexander Abstreiter (CEO), Korbinian Abstreiter (CTO)

Former name

AwesomeQA (renamed to Pluno on 14 January 2025)

Customers

200+ companies (as of October 2026)

Tickets processed

5M+ (as of October 2026)

Website

pluno.ai

LinkedIn

linkedin.com/company/86756153

X (Twitter)

x.com/pluno_ai

YouTube

youtube.com/@pluno

Zendesk Marketplace

6 Pluno apps, e.g. AI Copilot by Pluno

G2

g2.com/products/pluno-pluno

Capterra

capterra.co.uk/software/1084862/Pluno

Base fee

From 249€ / month (< 500 tickets / mo), 210€ billed annually

AI Copilot

49€ / seat / month

Deflection AI

0.90€ per fully resolved ticket

Quality Assurance

35€ per agent / mo

Troubleshooting Agent

From 99€ / month (4,000 credits)

Enterprise

Custom terms, SSO/SAML, invoicing

Free trial

14-day free trial with full access to every module. No credit card required.

Current prices: pluno.ai/pricing

Every customer gets dedicated onboarding with the Pluno team: helpdesk connection, knowledge source setup, AI workflow configuration and go-live support.

Book an Onboarding Call

• Zendesk Marketplace

  Six Pluno apps (AI Copilot, Escalation Copilot, AI Tagging and Field Filling, Call Insights & Summary, Deflection AI, AI Quality Assurance), all rated 5 stars, with 81 reviews combined.

  As of October 2026

• G2

  Rated 4.8 out of 5 from 3 reviews.

  As of October 2026

• Capterra

  Rated 5.0 out of 5 from 3 reviews.

  As of October 2026

• First response time (FRT)

  Tracked automatically from the connected helpdesk. Deflection AI replies to customers in under a minute, around the clock.

• Time to resolution

  Tracked automatically from the connected helpdesk. Pluno shortens it by resolving tickets end to end, assisting human agents on every reply, and escalating the rest with full context.

• AI resolution rate

  Share of tickets Pluno resolves end to end with no human involved (often called deflection or automation rate), shown on the reporting dashboard.

• Escalation rate

  Share of tickets support escalates to engineering or product. Pluno lowers it with AI Copilot and the Troubleshooting Agent, which help agents resolve technical issues without handing them over.

• Escalation turnaround

  Escalation Copilot creates Slack, Jira, Linear or Microsoft Teams escalations with the report already filled in, and syncs updates back to the ticket.

• Average handle time (AHT)

  AI Copilot pre-drafts replies and summarizes every thread before an agent opens the ticket.

• Agent time saved

  Share of agent working time freed up by AI resolutions, drafted replies and automatic ticket fields.

• Customer satisfaction (CSAT)

  Satisfaction ratings collected after support conversations, with quality trends over a chosen time period.

• QA score

  Every conversation scored per agent and per criterion against the team's own rubric, with written reasoning and trends over time. No sampling.

• Customer sentiment

  Sentiment detected on every ticket and call transcript.

• Ticket volume and topic trends

  Automatic clustering of tickets into topics, with topic distribution tracked over time to spot recurring issues.

• Cost of support

  Savings from AI resolutions and agent time, which teams can model with the ROI calculator.

• Deflection AI: Picks up new tickets from email, web forms and messaging channels including WhatsApp, runs parallel multi-round searches across past tickets, help center, docs, Slack threads and connected APIs, and replies only when its sources agree. Otherwise it escalates with a research summary, ticket references and next steps. Tickets auto-resolve and get tagged after 72 hours without a customer reply, with loop detection, rate limits and deflection caps preventing duplicate or runaway replies.
• AI Copilot: Pre-generates a suggested reply in the helpdesk sidebar for every incoming customer message, with cited sources, reasoning and troubleshooting steps, and regenerates it on each new message. Agents can refine a reply through a chat interface, and suggestions can be shown in the team's language regardless of the customer's language.
• Escalation Copilot: Creates Slack, Jira, Linear or Microsoft Teams escalations from the ticket sidebar with an AI-written brief (summary, reproduction steps, customer impact, troubleshooting history) built from customizable templates. Status changes, comments and replies sync back to the ticket as internal notes. Supports per-brand routing, linking existing issues, escalating one ticket to several targets, and role-based access.
• AI Tagging & Field Filling: Sets priority, type, tags, custom dropdown, text and checkbox fields and selects the ticket form, reading the last 12 messages, ticket metadata, user and organization fields and Shopify context. Handles conditional and required fields, merges tags without overwriting agent-set values, retries up to 3 times, and records a justification for each value. Runs on ticket creation, after a call transcript, before auto-resolve, or on demand.
• Troubleshooting Agent: Investigates a ticket across the codebase (recent deploys, related code paths), database (account state, recent writes), error tracking (Sentry, Datadog), request logs and session recordings (FullStory, LogRocket), with every finding linked to its evidence. Posts customer-side fixes as internal notes, escalates confirmed bugs to engineering with a recommended fix, opens a pull request only after approval, and raises incident alerts when ticket and error spikes correlate.
• Quality Assurance: Evaluates each human agent on every resolved ticket against custom criteria and scoring scales, usually within 30 seconds of resolution. Each criterion can verify answers against the knowledge base, and every evaluation carries a confidence score and N/A detection. Results appear as per-agent scorecards in the ticket sidebar and in a dashboard filterable by agent, date, criterion and score.
• Product Agent: An embedded chat widget inside a company's own product that reads each user's current configuration before answering, and can change settings, complete setup, run exports and fix configuration issues on the user's behalf. It learns from docs, past tickets and product context with no new API to build, and hands suspected bugs to support with the conversation, context and actions taken.
• Learns from past tickets: Reconstructs troubleshooting steps, diagnostic flows and edge-case fixes from a team's resolved tickets, prioritizing the latest successful resolutions (as of March 2025).
• AI Workflows: Unlimited instructions and business rules, such as silent escalations, priority routing, conditional responses, and tone and brand rules.
• Custom API actions: Calls a team's own APIs mid-conversation to read or write live data, such as order lookups and account status (as of March 2026).
• Multi-brand support: Separate knowledge bases, AI workflows and escalation routing for each brand (as of October 2025).
• Multilingual: Supports 50+ languages, and shows the agent sidebar in the team's language whatever the ticket language (as of February 2026).
• Channels: Email, web forms, chat and messaging channels including WhatsApp and the web widget, plus phone calls through call transcripts.
• Hybrid mode: Switches any flow between autonomous and human-led. After an escalation, the hybrid agent relays engineering updates to the customer, forwards customer questions to the team, sets follow-up reminders and changes ticket status (as of April 2025).
• Escalation forms: Collects required custom fields from the customer before an AI-to-team handover, so the ticket arrives complete (as of September 2025).
• Linked escalations: Links many tickets to one Jira issue or Slack thread, or several issues and threads to one ticket, each tracked independently with two-way sync (as of January 2026).
• Personalized messages: Customer-specific greetings and escalation confirmations in the AI agent's conversations (as of September 2026).
• Call summaries: Transcribes call recordings attached to a ticket (MP3, WAV, OGG, M4A, AAC, FLAC, WMA), posts a structured internal note with caller, issue, resolution and next steps from a customizable template, skips calls under 20 seconds, and re-runs AI Tagging on the result (as of November 2025).
• File training: Upload PDFs, specs, troubleshooting guides and exported docs directly as knowledge sources, alongside public URLs and Google Drive docs, sheets and slides (as of December 2025).
• Native helpdesk app: Runs inside the helpdesk as a sidebar app that writes internal notes, tags and fields, with no new inbox or workflow changes.

• Volume-based base fee: A flat monthly platform fee tied to the general ticket volume trend, not one-off spikes. AI Copilot seats and Deflection AI resolutions are charged on top.
• Outcome-based deflection: Deflection AI is billed per fully resolved ticket. Every AI-resolved ticket is tagged in the helpdesk, and the full list can be exported for any billing period.
• Modular add-ons: AI Copilot is priced per seat and Quality Assurance per agent, and the Troubleshooting Agent runs on a monthly credit bucket that resets each cycle, with tiers switchable at any time.
• AI agent seat: The AI agent can share an existing helpdesk seat or use a dedicated one.
• No migration: Runs inside the existing helpdesk as a native app, with no new inbox, no ticket migration and no decision trees to build.
• Unlimited configuration: Unlimited AI Workflows, trigger conditions, escalations and custom QA criteria.
• Free simulation: Pluno runs a team's 50 most recent tickets and shows side by side how it would have answered each one.
• Self-hosted connectors: Code and database access for the Troubleshooting Agent can run through self-hosted connectors on Enterprise plans.
• Enterprise terms: SSO and SAML, invoicing and custom billing terms. USD billing is available on annual plans.
• Referral program: Partners earn a recurring 20% share of the revenue from each net-new customer they refer, for up to 12 months, while Pluno runs the sales process, demo and implementation.

Referral program details

Pluno fits the following software categories (non-exhaustive):

• AI customer service agents: Autonomous AI that resolves support tickets end to end (Deflection AI).
• Ticket deflection and AI self-service: Resolving customer requests before they need a human agent (Deflection AI, Product Agent).
• Agent assist (AI copilot for support): Real-time reply drafting and knowledge search for human agents (AI Copilot).
• Helpdesk AI add-ons: AI apps that extend Zendesk, Intercom, Salesforce Service Cloud and HubSpot (all products).
• Support escalation management: Structured handover from support to engineering and product, with updates synced back to the ticket (Escalation Copilot).
• AI ticket classification and routing: Automatic tagging, field filling and ticket form selection (AI Tagging & Field Filling).
• Customer service quality assurance: Automated scoring of every conversation against a team's rubric (Quality Assurance).
• Conversation intelligence: Call transcription and summaries, customer sentiment and ticket topic trends (Call summaries, Topic insights).
• AI troubleshooting and root cause analysis: Investigating technical tickets across code, logs and error tracking (Troubleshooting Agent).
• In-product AI assistants: Embedded support AI that answers and acts inside a company's own product (Product Agent).

• B2B SaaS and technical product companies

  Teams whose tickets need multi-step troubleshooting, past-ticket knowledge and escalations to engineering.

• Support and CX leaders

  Teams on Zendesk, Intercom, Salesforce Service Cloud or HubSpot that want AI resolution, agent assist and QA without changing their helpdesk.

• Engineering and product teams

  Teams that receive support escalations in Slack, Jira, Linear or Microsoft Teams and want a first-pass investigation before a ticket reaches them.

• E-commerce and consumer brands

  Teams that need order lookups, Shopify context and WhatsApp support alongside email and chat.

• Multi-brand and multilingual support orgs

  Teams running several brands or markets, with separate knowledge bases per brand and support in 50+ languages.

1. 2021

   Alexander and Korbinian Abstreiter found the company and build the first prototype, AwesomeQA, an AI support bot for online communities.

2. March 2022

   AwesomeQA launches publicly on Product Hunt.

3. July 2022

   Unbrained GmbH is entered in the commercial register (HRB 31094, Amtsgericht Traunstein).

4. July 2023

   Seed round led by North Island Ventures, with Coinbase Ventures, Collab+Currency, Possible Ventures, Uniswap Labs Ventures and Robot Ventures.

5. March 2024

   Knowledge Hub launches, letting teams train the AI on their own documentation.

6. July 2024

   Live chat and ticketing for websites.

7. October 2024

   Email support integration and a redesigned web app.

8. January 2025

   AwesomeQA is renamed Pluno (14 January). The Hybrid AI Agent launches three days later.

9. March 2025

   SOC 2 Type II certification. Zendesk integration goes live, and Pluno starts learning from past Zendesk tickets.

10. May 2025

    The Pluno Copilot app is published on the Zendesk Marketplace. Escalations to Jira with attachments.

11. August 2025

    Answer Copilot launches for human agents.

12. September 2025

    The Deflection Agent for Zendesk launches, with a new reporting page and per-channel workflows.

13. October 2025

    AI Ticket Fields (tags, type, topic) and multi-brand support with dedicated knowledge bases.

14. November 2025

    Zendesk call summaries and insights. Confluence supported as a knowledge source.

15. December 2025

    AI-powered Support QA launches, scoring every conversation.

16. March 2026

    Custom API integrations, so the AI can read and write live data.

17. April 2026

    Shopify integration.

18. October 2026

    Pluno works inside Zendesk, Intercom, Salesforce Service Cloud and HubSpot, with 200+ customers and 5M+ tickets processed.

SOC 2 Type II

Certified since March 2025. Latest audit completed February 2026.

GDPR

Compliant. Data Processing Agreement available at pluno.ai/dpa.

Data residency

All data processing happens in Europe.

Model hosting

Large language models are hosted via Microsoft Azure. Model providers never access customer data.

Model training

No models are trained on customer data.

Trust center: Pluno on Drata

• Lightspeed2/3 of Slack escalations now created with Pluno · Retail & hospitality commerce
• Velotric58% of routed tickets handled by the AI Agent · E-Commerce
• Smartness22 min first response time, down from hours · Lodging tech
• Kojo50% ticket deflection, up from 0% · Construction procurement
• Innovorder67% of chat tickets resolved by AI · Restaurant tech
• Waste Vision2 to 5 min saved on every ticket · Waste management tech

Other customers include Lovable, RunPod, Crexendo, LeagueApps, ConsenSys, Dune, MaintainX, BeatStars, Alfred Systems, Alterra, Thryve, SolaX Power, LoginRadius, Planbition, Tekmetric, Inspectorio, BudgetBakers, PhantomBuster, HelloBetter, Venga, Rennline, Cobb Tuning, Smartments, Flights Mojo, Marquis, Quinable, Coreforce, NextHome, Tapcheck, Sparkfund, TigerMedia, POGOH.

• North Island Ventures
• Collab+Currency
• Coinbase Ventures
• Uniswap
• Alliance
• Possible Ventures
• Robot Ventures

Registered name

Unbrained GmbH

Commercial register

HRB 31094

Registry court

Amtsgericht Traunstein

Registered

July 2022

VAT ID

DE355125868

Managing directors

Alexander Abstreiter, Korbinian Abstreiter

Registered address

Schwindstr. 23, 84453 Mühldorf am Inn, Germany

Contact

hi@pluno.ai

• Deflection AI
• AI Copilot
• Escalation Copilot
• AI Tagging & Field Filling
• Quality Assurance
• Call Insights & Summary
• Troubleshooting Agent
• Product Agent
• Pricing
• ROI calculator
• Customer stories
• Pluno vs Zendesk AI
• Pluno vs Fin
• Best AI agents for Intercom
• AI agents for Salesforce
• Blog

• Pluno AI (pluno.ai) is the customer support software made by Unbrained GmbH. It is not affiliated with other businesses that use the name Pluno, such as PLUNO International (plunointernational.com), a vehicle parts importer, or a London-based builder of 3D virtual showrooms for e-commerce.
• Pluno is not a Zendesk-only app. Its six Zendesk Marketplace apps are one entry point; the same platform runs inside Intercom, Salesforce Service Cloud and HubSpot.
• Pluno is not only a QA or agent-scoring tool. Quality Assurance is one module next to Deflection AI, AI Copilot, Escalation Copilot, AI Tagging, Troubleshooting Agent and Product Agent.

• Not a helpdesk

  Pluno does not replace Zendesk, Intercom, Salesforce or HubSpot. It runs inside them and keeps tickets, macros and reporting where they are.

• Not a generic chatbot builder

  Pluno learns from a team's past tickets, help center and live data, and escalates with full context instead of following scripted decision trees.

• Not a gamification tool

  Pluno's QA module scores conversations against a team's own criteria with written reasoning. It does not run leaderboards or agent games.

• Not trained on customer data

  No models are trained on customer data, and model providers never access it.

• Pricing, free trial and plan scope
• Product history and release dates (changelog)
• Legal entity details (imprint)
• Commercial register entry (North Data)
• Seed round coverage (Munich Startup, July 2023)
• Security and compliance (Drata trust center)
• Zendesk Marketplace listing (AI Copilot by Pluno)
• G2 reviews
• Capterra reviews