Hospitality Tech
Pluno works inside the help desk you already use, so it can answer operators around the clock, help them inside your software and give your agents the fix for hardware and setup issues.
Customer: Hi, how do I add a new dish to the kitchen display? I just started here and can't find it.
PlunoWelcome aboard! New dishes are added from the menu, not from the kitchen display. Go to Menu > Products > New product, assign it to the right kitchen station and save. It will show up on the display with the next order.
Trusted by hospitality tech teams like
“My CEO tested it once, asked one question, and immediately saw that the AI was impressive. That was it.”
Your customers run hotels and restaurants. When something breaks, it breaks during service.
A restaurant in the middle of dinner or a hotel at check-in can't wait an hour for a reply on chat or WhatsApp.
Property management, channel management, POS and kitchen displays each have their own setup, and every answer has to come from the right product.
New front-desk and restaurant staff ask the same setup questions again and again, long after the account went live.
Device issues, configuration questions and software bugs arrive side by side, and each needs a different path to a fix.
Software companies that serve hotels, vacation rentals and restaurants, such as property management, channel management, POS or kitchen display systems. Hospitality tech is software too, but its support is different: users are operators in the middle of service, hardware is often involved and one vendor usually runs several products. For software sold to other kinds of businesses, the SaaS page fits better.
Each workflow runs inside your help desk, on chat, WhatsApp and email.
Step 1
Step 2
Step 3
Yes
Replies in the operator's language, day or night
No
Flags urgency and routes to the right team, with diagnostic paths for the agent
Deflection AI answers how-to and setup questions on chat, WhatsApp and email, around the clock. When the evidence for an answer isn't there, it hands the ticket to your team with a research summary.
Innovorder's AI resolves 67% of chat tickets and replies in under a minute, down from up to an hour.
Product Agent is a chat widget inside your PMS, channel manager, POS or back office. It reads the operator's current configuration before answering, and can change settings, complete setup and fix configuration issues for them, right when they need it during service. Suspected bugs go to your support team with the conversation and the actions already taken.
Pluno keeps a separate knowledge base, AI workflows and escalation routing for each product or brand, so a question about the channel manager is never answered from the POS documentation.
Smartness rolled Pluno out product by product across its lodging suite.
Questions from new staff at your customers are answered automatically from your help center and past tickets, so they stop reaching your agents.
AI Copilot suggests diagnostic paths based on similar past tickets and drafts the reply. Its ticket summary covers the whole conversation, what's missing and the next action, so agents can act without reading the thread. The agent decides whether remote steps are enough or the device needs hands-on service.
Smartness cut first response time from hours to 22 minutes.
Pluno knows when a ticket needs a person, when it's urgent and which team it belongs to. Bugs go to engineering through the tool they already use, such as Jira or Slack, with the report already written for the agent to review and submit.
Pluno supports 50+ languages, and shows the agent sidebar in your team's language whatever language the operator writes in.
When a call recording is attached to a ticket, Pluno transcribes it and posts a structured summary as an internal note: which operator called, the issue, the resolution and next steps, from a template you can customize. AI Tagging then runs again on the summary, so the ticket's fields reflect what was said on the phone.
Quality Assurance scores every resolved ticket against your own criteria, usually within 30 seconds of resolution, and can check agents' answers against your knowledge base. Each evaluation includes a confidence score, and results appear as per-agent scorecards in the ticket sidebar and a team dashboard. No sampling.
Typical tickets, step by step: one Pluno resolves in your help desk, one it hands to a person and one Product Agent handles before it becomes a ticket.
Customer
Hi, how do I add a new dish to the kitchen display? I just started here and can't find it.
What Pluno does
Pluno's reply
Welcome aboard! New dishes are added from the menu, not from the kitchen display. Go to Menu > Products > New product, assign it to the right kitchen station and save. It will show up on the display with the next order.
Outcome: Deflection AI answers the operator directly, from the right product's knowledge base, with no agent involved.
Chat
Customer
Our card terminal disconnected in the middle of dinner and won't pair again. We have a full room right now!
What Pluno does
Outcome: Routed to a person right away, with the troubleshooting already lined up.
In-product chat
Customer
Our new weekend rates aren't showing up on one of our booking channels. Can you check?
What Pluno does
Pluno's reply
The weekend rate plan was created after this channel was connected, so it was never mapped. I've mapped it and started a sync. The rates should appear on the channel within a few minutes.
Outcome: Fixed inside the channel manager by Product Agent, before it became a ticket.
The support tasks hotel and restaurant software teams hand to Pluno most often, and the module that covers each one.
| Support task | How Pluno handles it | Module |
|---|---|---|
| How-to and setup questions | Answers on its own on chat, WhatsApp and email, around the clock | Deflection AI |
| Setup questions inside your software | Answers using the operator's configuration, and changes settings for them | Product Agent |
| Questions about one product or module | Answers from that product's own knowledge base | Deflection AI |
| Hardware and device issues | Suggests diagnostic paths from similar past tickets and drafts the reply | AI Copilot |
| Long ticket threads | Summarizes the conversation, what's missing and the next action | AI Copilot |
| Software bugs | Prepares the escalation for engineering, ready for the agent to submit, and syncs updates back to the ticket | Escalation Copilot |
| Closing tickets | Fills ticket fields and tags, with a reason for each value | AI Tagging |
| Operator calls | Transcribes the recording and posts a structured summary to the ticket | Call summaries |
| Quality review | Scores every conversation against your own rubric, with no sampling | Quality Assurance |
Pluno connects to the tools hospitality tech support teams already use.
Pluno runs as a native app in Zendesk, Intercom, Salesforce Service Cloud, HubSpot and Jira Service Management. No new inbox and no ticket migration.
Escalates to
Learns from
WhatsApp and web chat
Answers for operators wherever they write in, day and night
A knowledge base per product
Answers from the right product's documentation
Jira or Slack
Bug escalations with the report written
Product Agent embed
One snippet puts Product Agent inside your PMS, POS or back office
Everything Pluno can't resolve within your rules and its evidence reaches a person, with the research already done.
The same safeguards apply to every team that uses Pluno.
Processed in Europe
All data processing happens in Europe.
No training on your data
Models run on Microsoft Azure. Model providers never access your data, and no models are trained on it.
SOC 2 Type 2
Pluno is SOC 2 Type 2 certified.
GDPR compliant
Fully GDPR compliant, with a data processing agreement for business customers.
Read the data processing agreement and privacy policy.
67%
of chat tickets resolved by AI
Share of chat and WhatsApp tickets resolved by AI without reaching an agent, within six months of going live. Innovorder's 12 agents handle 3,000+ tickets a month across 20+ product modules, on Zendesk.
Innovorder · Restaurant tech
Read the story →
22 min
first response time, down from hours
First response time, down from hours, alongside 40%+ ticket deflection. Smartness supports thousands of hotel and vacation rental operators across property, channel and revenue management products, on Zendesk.
Smartness · Lodging tech
Read the story →
More hospitality tech teams using Pluno
Yes. Pluno answers on chat, WhatsApp, the web widget, email and web forms, with the same research and answer quality on every channel. Innovorder uses it on web chat and WhatsApp.
Yes. Pluno keeps a separate knowledge base, AI workflows and escalation routing for each product or brand, so answers always come from the right documentation. Smartness used this to roll Pluno out one product at a time.
Pluno supports 50+ languages. Agents can see the sidebar in their own language, whatever language the operator writes in.
Yes. Product Agent is a chat widget inside your PMS, channel manager, POS or back office. It reads each user's current setup before answering, and can change settings, complete setup and fix configuration issues for them. It learns from your docs and past tickets with no new API to build, and hands suspected bugs to your support team with the conversation and the actions already taken.
Pluno cross-checks your past tickets, help center and connected tools before it replies, and favors the latest successful resolutions. When the evidence is thin, outdated or contradictory, or a business decision is needed, it escalates to your team with a research summary instead of answering. You can see how it would answer your own tickets in a free simulation before going live.
A resolution is a ticket Pluno resolves with no person involved. Escalations never count. A ticket is marked resolved 72 hours after Pluno's last reply if the customer doesn't respond again. Every AI-resolved ticket is tagged in your help desk, and the full list can be exported for any period.
Pluno works inside Zendesk, Intercom, Salesforce Service Cloud, HubSpot and Jira Service Management. It runs as a native app in your help desk, so there is no new inbox, no ticket migration and no change to how your team works.
Innovorder connected Zendesk, added its guidelines and had auto-replies running in under an hour. You can also start with a free simulation on your 50 most recent tickets before anything goes live.
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Pluno runs your 50 most recent tickets and shows, side by side, how it would have answered each one. Free, with no commitment.