# Every call transcribed, summarized, _and actionable._ Pluno automatically transcribes phone calls, extracts key details, and posts a structured summary as an internal note — so agents never have to take notes during a call again. 10min Saved per call 100% Calls summarized <20s Summary generation Trusted by 200+ support teams handling 500K+ tickets per month “\ I compared Pluno with Fin by Intercom, and Pluno was miles ahead!\ \ Joseph D’Appuzo\ Customer Support Manager, Smartness “\ 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 “\ My CEO tested it once, asked one question, and immediately saw that the AI was impressive. That was it.\ \ Aurélien Wei\ Team Lead Support, Innovorder ## Automatic transcription and summarization When a call ends, Pluno automatically downloads the recording, transcribes the conversation, and generates a structured summary — posted as an internal note on the ticket. Agents focus on the conversation, not note-taking. - Triggers automatically when a call recording is attached - Supports MP3, WAV, OGG, M4A, AAC, FLAC, and WMA - Summary posted as an internal note (not visible to customers) - Skips short calls under 20 seconds to avoid noise ## Structured summaries you can customize The default template extracts caller name, issue, resolution, and next steps — but you can customize the AI prompt to match your team's workflow. Add custom fields, change the format, or include industry-specific extraction rules. - Default template: Caller, Issue, Resolution, Next Steps - Fully customizable AI prompt in the dashboard - Reads prior ticket messages for additional context - Only extracts what's actually in the recording — no hallucination ## Feeds into your entire workflow Call summaries don't just sit as notes — they trigger AI field tagging to classify the ticket based on the call content, feed into QA evaluations, and give the Copilot richer context for follow-up suggestions. - Auto-triggers AI field tagging after summary is ready - Enriches Copilot context for follow-up responses - Feeds into QA evaluations for call-based tickets - Searchable in ticket history for future reference ### Built for real _call center workflows_ Multi-format audio, automatic retries, deduplication, and downstream AI triggers — designed for the messy reality of phone support. ### Multi-format audio support Handles MP3, WAV, OGG, M4A, AAC, FLAC, and WMA recordings — whatever format your phone system produces. ### Idempotent processing Built-in deduplication ensures the same call is never processed twice, even if multiple webhooks fire for the same recording. ### Automatic retry If transcription fails, the system retries up to 5 times with 15-second delays — so transient API issues don't cause missed summaries. ### Custom instructions Customize the AI prompt per team to extract the details that matter most — caller intent, escalation flags, product mentions, or compliance notes. ### Zendesk marketplace app Also available as a standalone free Zendesk app — install directly from the marketplace and start getting call summaries immediately. ### Triggers downstream AI When a summary is ready, it automatically triggers AI field tagging to classify the ticket based on the call content — no manual re-classification needed. ## How Call Insights works From call ended to structured summary — fully automatic. 1. Call ends: An agent finishes a phone call in Zendesk. The recording is automatically attached to the ticket. 2. Audio processed: Pluno downloads the recording, sends it through AI transcription, and analyzes the conversation with your custom template. 3. Summary posted: A structured summary is posted as an internal note on the ticket — with caller name, issue, resolution, and next steps. 4. Workflow continues: AI field tagging runs on the new summary, the Copilot gains richer context, and the ticket is ready for follow-up. > My team is, like, 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 10min Saved per call on note-taking 100% Calls documented automatically 0 Details missed from calls ## Frequently asked _questions_ - **When does call summarization trigger?** It triggers automatically when a phone call recording is attached to a Zendesk ticket. Calls shorter than 20 seconds are skipped to avoid processing noise or accidental recordings. - **What audio formats are supported?** Pluno supports MP3, WAV, OGG, M4A, AAC, FLAC, and WMA — whatever format your phone system produces. - **Can I customize what the summary extracts?** Yes. The default template extracts Caller Name, Issue, Resolution, and Next Steps — but you can fully customize the AI prompt in the dashboard to match your team's workflow, add custom fields, or include industry-specific extraction rules. - **Is the summary visible to customers?** No. The summary is posted as an internal note on the ticket, visible only to agents and admins — never to the end customer. - **What if the transcription fails?** The system automatically retries up to 5 times with 15-second delays between attempts. Built-in idempotency ensures the same call is never processed twice even if multiple webhooks fire. - **Does it work with the other Pluno features?** Yes. After a summary is generated, it can automatically trigger AI field tagging to classify the ticket, feeds into the Copilot for richer follow-up context, and is included in QA evaluations when the ticket is resolved. - **Can I use it as a standalone feature?** Yes. Call Insights & Summary is also available as a free standalone Zendesk app on the marketplace. You can install it independently without using the full Pluno platform. - **Is our call data safe?** Yes. All processing happens in Europe via Microsoft Azure. Model providers never access your data, no models are trained on it, and Pluno is SOC-2 Type 2 certified and GDPR compliant. ## Stop losing details from phone calls Pluno transcribes and summarizes every call automatically — so agents can focus on the conversation, not on taking notes.