AI Quality Assurance by Pluno vs SnapCall Visual AI

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.

SnapCall in few words: Visual AI platform for resolution & Trust SnapCall is embedded seamlessly across all Zendesk channels — ticket, forms, chat, messaging, SMS, voice call, chatbot, and voicebot. And from QR, scheduling interface. SnapCall is triggered through automation or agents, enabling customers to record visual evidence (images, videos, PDFs…) on their own — or capture it alongside an agent via a live video call for real-time assistance. SnapCall analyzes all visual content instantly — whether newly captured by SnapCall interface or already attached to the ticket — turning it into clear, actionable insights. SnapCall displays all media in a powerful in-ticket viewer, with insights automatically added to notes and custom fields. SnapCall is SOC 2 compliant, privacy-first, and ensures no media is stored inside Zendesk. Proven KPI: 46% reduction in resolution time +16% increase in First-Contact Resolution (FCR) Significant improvement in CSAT scores Key Features Make your existing customer’ attachments more powerful with AI (extract data) Your tickets already contain valuable visual evidence — mainly PDFs and images. SnapCall makes these attachments truly powerful by displaying them clearly in the ticket, extracting key information, and analyzing everything instantly with AI according to company use cases. Let customers capture by their own new visual evidence through an AI guided experience Because visuals dramatically improve efficiency, avoiding endless back-and-forth, SnapCall gives customers an easy, guided way to capture new media, including videos, screen record (the preferred channel for end customers), images, and documents. They follow a simple, intuitive customisable flow directly — ensuring you receive accurate and high-quality visual evidence without back-and-forth inside Zendesk This led to drive journey to more automated resolution Let customers escalate to an agent to capture visuals for complex situations When a case is more complex, sensitive, or high-value, SnapCall lets customers escalate seamlessly to a live video call with an agent. Together, they can capture the exact visual evidence needed, ensuring clarity, confidence, and faster resolution. Snapcall Medias viewer inside Zendesk SnapCall centralizes all medias, adds AI insights, and fills custom fields and ticket notes automatically so agents or bot can resolve cases faster. SnapCall integrations SnapCall delivers a best-of-breed experience by embedding leading solutions directly into our interface and Zendesk — creating one seamless workflow for agents and customers. Scheduling with Cal.com — fully embedded Real-time agent availability One-click booking from the ticket Automatic sync and updates in Zendesk KYC & Identity Verification — built in Instant ID verification requests Secure capture of video evidence or documents Full validation without leaving Zendesk Reduced ticket time and lower fraud risk Our best use cases Fraud prevention,Delivery issue qualification, Product/ Goods issue qualification, Software issue qualification, Document, attachment analysis, KYC, IT/ITSM - main offices, Facility management - IT/ITSM - Stores/ location/Franchise, Tech on site Visit snapcall.io to get started! Need help? Check out our support documentation or book a demo with our team. Learn more about our privacy and security practices here