# AI-Powered Support QA

Pluno automatically evaluates every resolved ticket against your quality criteria — rating agent performance, flagging coaching opportunities, and tracking improvement over time. No sampling, no manual reviews.

## 100%
- Conversation coverage
- 0 Manual QA reviews needed
- <30s Per-ticket evaluation time

Trusted by 200+ support teams handling 500K+ tickets per month

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“ I compared Pluno with Fin by Intercom, and Pluno was miles ahead!

**Joseph D’Appuzo**  
Customer Support Manager, Smartness

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“ My team is a huge fan. They feel like they can’t live without Pluno now. We’d be drowning without it.

**Sarala Conlan**  
Sr. Customer Support Manager, Kojo

## Every ticket scored, every agent evaluated

When a ticket is resolved, Pluno automatically evaluates each human agent who participated — scoring their responses against your custom criteria. No sampling bias, no missed conversations, no QA backlog.

- Triggers automatically when tickets are resolved
- Evaluates each agent individually on the same ticket
- Custom criteria with 5-level scales or binary pass/fail
- Zendesk response time metrics included automatically

### Agent Scorecard

**SK**  
Sarah K.  
15 tickets reviewed this week  
4.0 /5 overall

- Communication
- Accuracy
- Process
- Empathy
- +0.3 improvement vs last month

## AI that checks answers against your knowledge base

Enable knowledge base validation on any criterion and the AI will search your docs, help center, and past tickets to verify whether the agent's response was actually correct — not just well-written.

- Searches help center, docs, and past tickets for verification
- Flags answers that contradict documented solutions
- Reasoning and confidence score for every evaluation
- Criteria marked N/A when not relevant to the conversation

**AJ**  
Agent Reply  
**Ticket #5102**  
“You can reset your 2FA by navigating to Settings → Security and clicking Regenerate Codes.”

### AI Verification

Matches Knowledge Base  
**Source:** Help Center — 2FA Recovery Guide

**Tone Check**  
Professional

**Completeness**  
All steps covered

**Quality Score**  
96%

## Dashboards that surface what matters

Track agent performance over time, compare criteria scores across your team, and drill into individual tickets to see exactly why a score was given. Filter by agent, date range, criteria, or score level.

- Agent performance table with per-criteria breakdown
- Radar charts comparing agents side by side
- Criteria trend lines showing improvement over time
- Ticket-level drill-down with AI reasoning for each score

### Quality Overview

- 87% Avg Quality
- 1,204 Reviewed
- +12% vs Last Month
  - 65% W1
  - 78% W2
  - 72% W3
  - 87% W4
- Top Performer: Sarah K. (4.8/5)
- Needs Coaching: 2 agents flagged

## Your criteria, AI-powered scoring

Define what quality looks like for your team — then let Pluno evaluate every conversation automatically with structured reasoning and confidence scores.

### Custom criteria builder

Create your own QA criteria with custom names, descriptions, and scoring scales. Define what 'excellent' vs 'poor' looks like for each criterion.

### Knowledge base verification

Toggle per-criterion whether the AI should search your knowledge base to verify agent accuracy — not just tone and grammar.

### Confidence scoring

Every evaluation includes a confidence score so you know when the AI is certain vs when a human review might be needed.

### Response time metrics

Time to first response and time to resolution are tracked automatically from Zendesk — no configuration needed.

### Per-agent scorecards

Each agent gets a scorecard visible in the Zendesk sidebar — with criteria breakdown, reasoning, and emoji ratings for quick scanning.

### Results in the sidebar

QA scores appear directly in the Zendesk ticket sidebar so agents and managers can review quality without leaving their workflow.

## How AI-Powered QA works

From ticket resolved to full quality scorecard — automatically.

1. **Ticket resolved**
   - A ticket status changes to resolved in Zendesk. Pluno automatically detects it and begins the QA evaluation process.
2. **Context gathered**
   - Pluno collects the full conversation, ticket metadata, agent messages, and optionally searches your knowledge base for verification.
3. **AI evaluates**
   - Each agent is scored against your criteria — with structured reasoning, confidence levels, and N/A detection for irrelevant criteria.
4. **Results surface**
   - Scores appear in the Zendesk sidebar and the QA dashboard — with trends, comparisons, and drill-downs ready for coaching.

> I recommend Pluno to teams managing technical support ops, those with complex systems & valuable historical support data.

**Ruben Martin**  
Team Lead Service, Waste Vision

## Stop guessing about support quality

Pluno evaluates every conversation automatically — so you can coach with data, not assumptions. See it in action on your own tickets.