Deflection AI by Pluno

Identifies tickets & chats suitable for self-service, responds instantly using your knowledge base formed of past resolutions, internal & external docs, & the help center. Escalates conversations that truly require an agent with full context.

Integrates into Zendesk via a dedicated or shared seat. With customisable auto-assignment triggers, ticket & messaging-channel coverage, resolved-chat syncing, & configurable naming rules, Deflection AI gives your team complete control & your users an exceptional experience.

What’s Included

• AI Workflows Control how Pluno responds to users. They act as configurable automation rules written in natural language, enabling teams to fine-tune both AI behavior & escalation conditions with precision.
• Customisable Assignment Use Zendesk triggers to auto-assign desired new tickets & chats to Pluno.
• Context-Preserving Escalation Pluno doesn’t guess & escalates the conversation to your team with the full message history, collected required fields, & a summary, ensuring agents can take over without re-asking anything.
• Channel Coverage Choose where Pluno engages, including Zendesk ticket & messaging channels.
• Brand Configuration Supports Zendesk instances that operate across multiple brands, help centers, or product lines, each with its own tone, knowledge base, & customer expectations. It ensures Pluno responds with the correct knowledge & behaviour for each brand.
• Resolved-Chat Syncing Push conversations resolved by Pluno back into Zendesk as closed tickets to keep reporting clean.
• Ticket Details Controls Customise how Pluno generates Zendesk ticket subjects & requester names, inferring better labels from the conversation.
• Insights & Reporting A complete view of how Deflection AI is performing across all channels. Brings together real-time resolution metrics, comparative trends, & escalation insights so support leaders can understand where automation is working, where agents are stepping in, & how ticket volumes evolve.

Leading Support Team’s First Choice

Security & Compliance

Privacy policy: https://pluno.ai/privacy-policy

FAQs

Is Pluno free? No. See pricing information here: https://pluno.ai/pricing-pluno-zendesk

Why is it better? Training is not limited to a static knowledge base. Supports auto-learning from past resolutions.

How are hallucination & misinformation prevented? AI only answers when 100% confident; otherwise escalates to the team.

Support & Maintenance

• Support via website or email
• Fast response times
• Onboarding & configuration help available
• Weekly product improvements
• Changelog updates