AI Quality Assurance by Pluno vs AI Copilot by Pluno

Overview Pluno's Copilot helps support agents respond faster and confidently by generating context-aware replies to tickets inside Zendesk. No more digging through your knowledge base or writing answers from scratch. With one click, agents get a suggested reply with reasoning and references, ready to send. And when needed, chat with the copilot to surface the right info on demand. Problem it solves? Looking up answers in help docs or past tickets Manually drafting responses from scratch Verifying accuracy and consistency Overall: Slower replies, more agent effort, and inconsistent customer experiences. How can you trust it? Every AI-suggested reply includes: Clear reasoning: see how the answer was formed, step by step. Direct references: source links to your help centre, docs, or ticket history, making verification effortless. Agents stay in control, with the context and evidence to back every reply. What you can expect in return?- Up to 40% faster first responses → suggested replies cut down manual research and drafting time. 30-50% less agent effort → fewer clicks and less searching through the knowledge base Consistent, reference-backed answers → reduce escalations caused by unclear or inaccurate responses. Boost CSAT by 10-15% → customers get faster, clearer, and more reliable support. Accelerated onboarding → new agents ramp up quickly by leaning on Copilot reasoning and references. Scalable quality → maintain high standards of support even as ticket volumes grow. What's included? Suggested Replies Generate intelligent, context-aware draft responses instantly. Reasoning + References Every suggested reply comes with clear reasoning and direct references. Interactive Copilot Chat Chat with the copilot in the Zendesk Sidebar to quickly surface the right information from the knowledge base. Success Stories Explore how teams are resolving tickets faster with Answer Copilot. Security & Compliance Detailed security and data protection policies. FAQs Is Pluno free to use? Yes. Upgrade options available for more ⚡. Which support channels does Pluno work with? It works directly in Zendesk, covering email, web widget, and other Zendesk channels. Do I need technical skills to set up or use Pluno? No coding needed. Setup is simple and takes under 10 minutes. Support & Maintenance Reach us via our website, or email. Your call. Fast response times: within a few hours Onboarding help is available Weekly feature updates and improvements Follow our changelog This app requires access to the conversations API for advanced customizations (included in Zendesk Suite Professional plans or above). See About Sunshine Conversations for more information.

Replaces manual QA tasks with automated, criteria-based assessments directly tied to your expectations. The AI reviews tickets continuously, breaks down performance by each scoring criterion you set showing exactly which standards were met, partially met, or not met at all, and enables you to see how performance trends are shifting over time. Support leaders get reliable coaching insights without spending hours in audits, and agents get fast, detailed feedback they can act on. What’s included? Custom Quality Assurance Criteria: Define the quality standards that matter most to your organisation. Use simple plain-text descriptions and choose binary or 1–5 scoring for each criterion, all configurable directly in the Pluno QA dashboard. Automated AI Evaluations: Every support ticket is reviewed against your set criteria, with scores and transparent explanations provided for each evaluation. Instant Feedback for Self-Improvement: Agents get AI-scored evaluations for every ticket the moment it’s closed, right in the Zendesk sidebar, no waiting for periodic reviews, so they can make improvements immediately, take ownership, and be guided in their growth. Works natively on both Tickets & Chats: 100% of conversations are automatically evaluated, independent of channel. Comprehensive Performance Insights: Access clear, actionable analytics through three core dashboard views: Agent Comparison: Monitor how agents perform against your selected criteria. Track progress over time or compare team members side by side. Criteria Comparison: Identify strengths and improvement areas by analyzing performance trends for specific criteria across any time period. Ticket Insights: Dive into individual ticket evaluations to see exactly how each score was determined and where improvements can be made. Coaching & Continuous Improvement: Spot opportunities for targeted feedback and skill development quickly and confidently. Support leaders gain full visibility into quality trends without extra manual effort. Leading Support Team’s First Choice Security & Compliance Privacy policy: https://pluno.ai/privacy-policy Pricing Tiered plans based on usage. All features are included in every plan, so you can pick the tier that matches your ticket volume. Start with a 14-day trial with unlimited usage allowance to try the app on real tickets. Manage your plan via our dashboard. Check pricing details here: https://pluno.ai/pricing FAQs Why is it better? It evaluates every support interaction against the exact quality criteria you set, with clear and consistent scoring that turns coaching and improvement into a fast, data-driven process. How do I know the AI’s evaluations are reliable? Every evaluation includes a ticket-level breakdown showing how each response met or missed your specific criteria, so you can validate reliability on every single interaction. Support & Maintenance Support via website or email Fast response times Onboarding & configuration help available Weekly product improvements Changelog updates Installation Instructions Installation takes less than 10 minutes. Visit our website to do the onboarding.