# Deflection AI Agent ## Learns from past tickets & resolves _complex cases_ Most AI agents rely on help center articles. Pluno's Deflection AI learns from past tickets — troubleshooting steps, diagnostic flows, and edge-case fixes — to resolve real issues other AI can't, natively in Zendesk. ### Key Metrics - **70%** Avg. resolution rate - **<1min** First response time - **48%** Agent time saved ## Complex Ticket Urgent: Global billing sync failing for Enterprise tier. Seeing 500 errors in Stripe logs. Is this related to the v2.4 API migration? ### Agent Actions 1. Cross-referencing Jira Issue #882 (API v2.4 Migration)... 2. Scanning internal documentation ## AI Resolution Trusted by 200+ support teams resolving 500K+ tickets per month **Case Study** “ I compared Pluno with Fin by Intercom, and Pluno was miles ahead! Joseph D’Appuzo Customer Support Manager, Smartness **Case Study** “ 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 ## Most AI agents fail on the tickets that _matter most_ ### The gap #### AI works well for simple FAQs Real tickets need cross-system debugging and multi-step reasoning — not a link to an article. ### The root cause #### That knowledge doesn’t live purely in your help center It lives in past Zendesk tickets, Slack threads, and engineering systems — places most AI agents can’t reach. That’s why most AI agents fail — or escalate. Pluno Deflection AI is built for those tickets. ## Researches every ticket like your _best agent would_ Instead of returning the first Zendesk article it finds, Pluno reconstructs how your team would actually solve the issue. - Identifies the problem and searches past similar tickets - Follows diagnostic steps your agents used - Cross-checks across tools and builds a complete answer - Only then does it respond ### Incoming Ticket SCIM provisioning on our EU Zendesk: Okta role updates failing for nested groups, causing SSO login loops and stale permissions. ### Knowledge Search 1. Past Tickets — 1 match — 98% 2. Help Center — 3 articles — 38% 3. Connected API — SCIM / SSO Identity Lookup — 87% ## Resolves when confident, _escalates when not_ When Pluno can't resolve a Zendesk ticket, it doesn't guess. It escalates with a full research summary so your team can pick up where the AI left off. - Internal notes with research summary, evidence, and next steps - Two-way Jira and Slack sync keeps escalations on track - Automated follow-ups based on SLA so nothing falls through ### Escalated to Tier 2 Ticket #7204 · 12s ago #### Internal Note by Pluno AI *Not visible to customer* ##### Research Summary SCIM provisioning change broke role sync for nested Okta groups. Found 1 past ticket with identical root cause. Needs backend config change. ### Evidence Found - Past Ticket #6891 - Same SCIM failure, fixed via API pagination override - Okta API Docs - Groups nested > 3 levels need explicit pagination ### Suggested Next Steps 1. Apply Okta pagination override for EU instance 2. Re-sync affected users via Admin > SCIM > Force Sync 3. Confirm SSO loop resolves after propagation (~5 min) ## Works across email, web, and _custom integrations_ Deflection AI handles incoming requests across Zendesk email, web forms, and messaging channels including WhatsApp — all with the same depth of research and response quality. - Email and form ticket deflection - Messaging via Zendesk Sunshine Conversations - WhatsApp, web widget, and more ### Active Channels - **Email** - Active 137 tickets/day - 89% deflected - **Web Widget** - Active 86 tickets/day - 94% deflected - **WhatsApp** - Active 54 tickets/day - 78% deflected ## Built for accuracy, _not just speed_ Most AI tools optimize for response rate. Pluno optimizes for correct answers. That’s why every response is backed by: ### Deep knowledge search Parallel searches across your Zendesk knowledge base, past tickets, docs, and connected APIs. ### Iterative research process Multiple rounds of research, cross-referencing sources until confident in the answer. ### Built-in safety guardrails Loop detection, rate limiting, deflection caps, and sync to prevent duplicate or runaway responses. ### Smart auto-resolve Auto-resolves and tags the Zendesk ticket after 72 hours of no reply — keeping your queue clean. ### Custom API integrations Connect APIs so Pluno can fetch live data mid-conversation — order lookups, account status, and more. ### AI Workflows Custom instructions and business rules for silent escalations, priority routing, and conditional responses. ## How _Deflection AI_ works 1. **Ticket received** New Zendesk ticket arrives via email, form, or messaging. Deflection AI picks it up automatically. 2. **Research & diagnosis** Searches past tickets, docs, Slack threads, and APIs in parallel to diagnose the issue. 3. **Resolve or escalate** Sends a verified response if confident. Escalates with full context and next steps if not. 4. **Auto-close & learn** Auto-closes after 72 hours if resolved. Every outcome feeds back to improve future responses. > My CEO tested it once, asked one question, and immediately saw that the AI was impressive. **Aurelien Wei** Team Lead Support, Innovorder ## Frequently asked _questions_ ### What kind of tickets is Deflection AI best for? Deflection AI is built for technical, multi-step support issues — not simple FAQs. If your tickets involve debugging, integrations, or require coordination with engineering, that’s where it performs best. ### How is Pluno’s Deflection AI different from Zendesk AI or Intercom Fin? Deflection AI learns from your actual resolved tickets — troubleshooting steps, diagnostic flows, edge-case solutions. It runs an iterative research process with multiple knowledge searches per query, ensuring accurate answers on complex issues. ### What if Deflection AI gives a wrong answer? Pluno only answers when it has verified evidence from multiple sources. It cross-checks past tickets and internal tools before responding. When confidence is low, it escalates to your team. ### What channels does Deflection AI support? Deflection AI works across Zendesk email, web forms, and messaging channels via Sunshine Conversations — including WhatsApp. ### Can I test it before going live? Yes. We offer a free simulation where we run your most recent 50 tickets through Pluno and present a side-by-side comparison showing exactly how it would have responded.