Deflection AI by Pluno

Name: Deflection AI by Pluno
Rating: 5 (8 reviews)
Author: Pluno

by Pluno

5.0 (8)

Paid

Support

Deflection AI by Pluno automatically handles support tickets and chats using AI trained on a company's past resolutions, documentation, and help center, achieving up to 70% resolution without agent involvement. It escalates complex issues to agents with full conversation context and collected information, while offering customizable workflows, multi-brand support, and channel coverage across Zendesk tickets and messaging. Support teams benefit from reduced agent workload and faster customer resolutions, while customers receive instant responses for common issues.

Support

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1 / 3

Vendor Description

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.