Trends & Topic Insights 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.

Why teams use it Automatic topic discovery: AI clusters your tickets into meaningful topics and subtopics, revealing patterns you would never find manually. Guided analysis: Ask questions in plain text like "Show me churn risk signals" or "Which product module has the most issues?" and get focused insights. Proactive trend detection: See which topics are rising or falling over time, so you can act before small issues become big problems. Multi-brand segmentation: Analyse topics independently across different brands or product areas. Drill down to the source: Every insight is backed by real tickets. Click through to see the exact conversations behind the data. How it works Analyse tickets with default topic discovery or guide the AI with a specific question. Explore the interactive cluster visualisation to uncover patterns, trends, and root causes. What's included Smart Topic Clustering: Automatically groups tickets into hierarchical topics and subtopics based on content and context. Plain-Text Query Engine: Ask anything: "Analyse product feedback", "Find login issue resolutions", "Identify VIP customer concerns". Trend Analysis: Compare recent vs historical data to spot emerging issues and declining topics. Brand Filtering: Segment insights by brand for targeted analysis. Interactive Visualisation: Explore topic hierarchies with an intuitive interface designed for fast navigation. Ticket-Level Evidence: Every cluster links directly to the underlying tickets for full transparency. Example queries "Analyse the main reasons customers contact support" "Which product module out of Billing, Shipping, and Returns has the most tickets?" "Analyse tickets where users show signs of churn risk" "Which topics have the worst customer sentiment?" "Find the most common ways login issues were resolved" "Analyse all product feedback and feature requests" Pricing Free forever. FAQs How accurate is the clustering? The AI uses advanced language models to understand ticket content in context. Clustering quality is continuously improved, and you can guide results with specific queries for even more relevant groupings. Can I analyse specific subsets of tickets? Yes. Filter by date range, brand, or any other Zendesk ticket attribute before running your analysis. How is this different from Zendesk Explore? Zendesk Explore shows metrics on fields you already track. Trends & Topic Insights discovers patterns in the actual content of conversations, revealing issues you might not have known to look for. Can I share the results? Yes. Invite colleagues to view topic clusters and ticket lists for further analysis or sharing with stakeholders. Does it work with multiple languages? Yes. The AI understands and clusters tickets across languages automatically. Security & Compliance SOC 2 Type II certified; scoped permissions only; documented retention. Data used solely to provide the feature; no third-party resale. Read our security and data protection policies. Support & Maintenance Reach us via our website or email Fast response times: within a few hours Onboarding help is available Weekly feature updates and improvements Follow our changelog Installation Instructions Installation takes less than 10 minutes. Visit our website to get started.