Travel Tech
Pluno works inside the help desk you already use, so it can bring Jira, Confluence and past cases into every reply, answer routine questions on its own and help users inside your platform.
Customer: Our new bundle fares went live this morning, but one of our agency partners can't see them. The others can. What did we miss?
PlunoNew fare bundles are only offered to the agency groups they're assigned to. Under Distribution, open Agency groups, add this partner's group to the new bundle and save. The fares will show up on their next search.
Accelya is continuing to enhance its NDC support operations with Pluno
The support team has already recorded more than 2,000 AI-assisted responses, while weekly adoption has grown more than sixfold.
Travel runs on industry standards, partner systems and live bookings. A support answer often depends on all three.
Distribution standards such as NDC, fare rules and airline-specific setups take years to learn, so the hardest tickets wait for the same few people.
Past cases, Confluence pages, Jira issues and operational documents each hold part of the answer, and agents lose time piecing it together.
A booking or ticketing error can affect passengers who are about to fly, so slow research has a real cost.
Airlines and agencies operate in every time zone and many languages, and they expect support to keep up.
Software companies that serve airlines, travel agencies and online travel sellers, such as airline retailing, distribution, booking or revenue platforms. Their tickets come from airline and agency teams, are often technical, and depend on knowledge spread across Jira, Confluence and years of past cases. The deeper the specialist knowledge, the more it helps to have Pluno bring it to every agent.
Each workflow runs inside your help desk, on the tickets that already flow through it.
Step 1
Step 2
Step 3
Yes
Replies with the answer, or drafts it for the agent with sources
No
Hands to your specialists with a research summary, related cases and next steps
AI Copilot searches past tickets, Confluence pages, Jira issues and your operational documentation, then drafts a reply with cited sources in the help desk sidebar. Agents stop switching between tools to piece the answer together.
Accelya's NDC support team has recorded 2,000+ AI-assisted responses, and weekly adoption grew more than sixfold.
Product Agent is a chat widget inside your booking, distribution or revenue platform. It reads the user's current configuration before answering, and can change settings, complete setup, run exports and fix configuration issues for them. Suspected bugs go to your support team with the conversation and the actions already taken.
Next to the ticket, agents see similar past issues and the related Jira issues, so they can tell an airline what engineering is doing about a known problem without chasing anyone.
Accelya uses Pluno's Jira integration to add engineering context to its replies.
Pluno learns from your resolved tickets and favors the latest successful resolutions, so a fix one specialist found is available to every agent, without writing it up as an article first.
Deflection AI answers how-to and configuration questions from airline and agency users, around the clock and in 50+ languages. When the evidence for an answer isn't there, it hands the ticket to your team with a research summary.
From the ticket sidebar, Escalation Copilot prepares the issue for the tool your engineering team uses, such as Jira or Slack, with a summary, reproduction steps and customer impact. The agent reviews and submits it, and status changes sync back to the ticket. Several tickets can be linked to one issue.
When a call recording is attached to a ticket, Pluno transcribes it and posts a structured summary as an internal note: who 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
Our new bundle fares went live this morning, but one of our agency partners can't see them. The others can. What did we miss?
What Pluno does
Pluno's reply
New fare bundles are only offered to the agency groups they're assigned to. Under Distribution, open Agency groups, add this partner's group to the new bundle and save. The fares will show up on their next search.
Outcome: Resolved by Deflection AI. No specialist needed, and the ticket is tagged as an AI resolution.
Customer
Since last night's schedule change, every reissue on flight XY123 fails with "ticket not eligible". Passengers on that flight travel tomorrow.
What Pluno does
Outcome: Linked to the open engineering issue. Updates sync back to the ticket as engineering posts them.
In-product chat
Customer
How do I export last month's ancillary revenue, broken down by route?
What Pluno does
Pluno's reply
Here's last month's ancillary revenue by route. Next time, you'll find it under Reports > Ancillaries, with Group by set to Route.
Outcome: Done inside the platform by Product Agent, before it became a ticket.
The support tasks travel tech teams hand to Pluno most often, and the module that covers each one.
| Support task | How Pluno handles it | Module |
|---|---|---|
| Distribution and integration questions | Drafts a reply from past cases, Confluence and Jira, with cited sources | AI Copilot |
| Questions about a known issue | Shows the linked Jira issue and similar past cases next to the ticket | AI Copilot |
| How-to and configuration questions | Answers on its own, around the clock and in 50+ languages | Deflection AI |
| Setup inside your platform | Answers using the user's configuration, and changes settings for them | Product Agent |
| Suspected bugs | Investigates code, error tracking and logs, then reports findings with evidence | Troubleshooting Agent |
| Engineering escalations | Prepares the issue for the agent to submit, links related tickets and syncs updates back | Escalation Copilot |
| Ticket fields and tags | Sets priority, type, tags and custom fields, with a reason for each value | AI Tagging |
| Customer 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 travel 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
Jira
Engineering status and similar past issues next to the ticket
Confluence
Specialist documentation in every drafted reply
Past cases
Fixes your specialists found, reused by every agent
Product Agent embed
One snippet puts Product Agent inside your booking, distribution or revenue platform
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.
More travel tech teams using Pluno
Yes. Pluno learns from your resolved tickets, Confluence pages, Jira issues and operational documentation, and favors the latest successful resolutions. Accelya's NDC support team uses it to bring that specialist knowledge to every agent.
No. AI Copilot drafts replies with sources, and your agents decide what to send. Accelya's goal was to help its support teams find information faster, without replacing existing processes. Deflection AI can take the routine questions off their desks entirely.
Yes. Agents see the related Jira issues and similar past cases next to the ticket. Escalations made with Escalation Copilot stay linked, and status changes and comments sync back to the ticket as internal notes.
Yes. Product Agent is a chat widget inside your booking, distribution or revenue platform. 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.
Pluno supports 50+ languages. Agents can see the sidebar in their own language, whatever language the airline or agency writes in.
Yes. Pluno runs your 50 most recent tickets through the AI and shows, side by side, how it would have answered each one. You see the quality of its answers, any gaps in its knowledge and when it would hand off, all before anything goes live. The simulation is free.
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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.