I often see posts discussing somewhat positive experiences with mainstream AI tools for ticket deflection. And every time, I can’t help but think: What would happen if we ran a side-by-side comparison? Same tickets. Same environment. Real conditions. We’ve done exactly that,

What pain points did our latest updates wipe out? "𝘐 𝘭𝘦𝘢𝘷𝘦 𝘤𝘰𝘮𝘮𝘦𝘯𝘵𝘴 𝘰𝘯 𝘑𝘪𝘳𝘢 𝘪𝘴𝘴𝘶𝘦𝘴 𝘧𝘳𝘰𝘮 𝘡𝘦𝘯𝘥𝘦𝘴𝘬, 𝘣𝘶𝘵 𝘵𝘩𝘦 𝘦𝘯𝘨𝘪𝘯𝘦𝘦𝘳 𝘢𝘴𝘴𝘪𝘨𝘯𝘦𝘥 𝘰𝘧𝘵𝘦𝘯 𝘴𝘦𝘦𝘴 𝘵𝘩𝘦𝘮 𝘵𝘰𝘰 𝘭𝘢𝘵𝘦, 𝘤𝘢𝘶𝘴𝘪𝘯𝘨 𝘶𝘯𝘯𝘦𝘤𝘦𝘴𝘴𝘢𝘳𝘺

A fast-growing SaaS company is trying to improve how its AI agent handles recurring customer issues... They run an A/B test on different AI-generated responses: Group A gets the default model’s response. Group B sees a version with adjusted tone and length. It sounds like a

When your assistant knows where the conversation could go next, it becomes way better at handling where it is right now. If you've ever wrestled with the native Zendesk-Jira integration, you’re not alone. While it gets the job mostly done, it leaves a lot to be desired,

An AI agent aware of Jira, Slack, and feature requests moves beyond a static FAQ bot. It becomes a dynamic, context-aware assistant that: - Mirrors human reasoning - Understands the organization's evolving state - Deflects support load with smart responses With direct access to

We’re excited to share that Runpod, the all-in-one cloud platform to train, fine-tune, and deploy AI effortlessly, is now using Pluno to deliver faster, smarter, and more scalable support to their users. 🎉 With Pluno’s AI copilot integrated into their support workflows,

Strategy is a living conversation. Here, the co-founders sit down to align on what really matters: go-to-market focus, product differentiation, and ruthless prioritization. No slides, no fluff, just a clear-eyed look at what will move the needle. It’s in these candid,

We’re not a vendor with vague promises or clunky contracts. We’re builders. Problem-solvers. People who’ve felt the pain of tools that don’t deliver, and decided to do something about it. Why? Because support leaders deserve more than: 🤦Surprise bills at $0.99 per “AI

We built it to make support effortless. Turns out, it makes us smile too. “Thank you so much! I must say, your team is really efficient and fast when it comes to solving a problem.” “So far this has been awesome!” “We want to highlight that the Suggested Answer command bar is

“How many tickets should a support agent resolve in a shift?” It’s a common question, and one recently raised in the Support Driven Slack community. But when it comes to complex SaaS support, the answer isn’t so simple. Straightforward averages can be misleading because

Are SLA credits really a thing of the past? Some teams say that offering credits or rebates when you miss an SLA is outdated. But for many B2B companies, they’re still a normal part of doing business, especially when customers are relying on your service to keep their own

At what point does shared ticket ownership become a liability instead of a strength? This question sparks a deeper discussion about the hidden costs of collaborative support models, especially when there’s no cap on how many agents can engage on a single ticket. Across the

Today marks 2 years for Syed Ali at Pluno.ai, and what a great journey it’s been! 🎉 Here's to more building, more learning, and hopefully more LEGO trophies along the way!

You know how sometimes a Zendesk ticket gets linked to a Jira issue or a Slack thread, and it just... doesn't belong there? Maybe it was tagged wrong, or the situation changed. Whatever the reason, now you've got people looking at the wrong thread, the wrong team getting

Support chatbots are being trained to emulate human empathy, while human agents are being trained to emulate bots. "𝘖𝘶𝘳 𝘧𝘪𝘯𝘥𝘪𝘯𝘨𝘴 𝘪𝘯𝘥𝘪𝘤𝘢𝘵𝘦 𝘵𝘩𝘢𝘵, 𝘪𝘯 𝘵𝘦𝘹𝘵-𝘰𝘯𝘭𝘺 𝘴𝘤𝘦𝘯𝘢𝘳𝘪𝘰𝘴, 𝘈𝘐 𝘤𝘩𝘢𝘵𝘣𝘰𝘵𝘴 𝘢𝘳𝘦 𝘧𝘳𝘦𝘲𝘶𝘦𝘯𝘵𝘭𝘺 𝘱𝘦𝘳𝘤𝘦𝘪𝘷𝘦𝘥

New on Pluno: Topic Clusters for Customer Support Insights Here's an easy way to understand what your customers are really asking for. Pluno now helps you automatically group related tickets into high-level themes, and then drills into the specific issues within each one. 👇

One of our users compared Pluno with Fin AI, and here’s what they told us: “Pluno's ability to search and reference answers previously provided by our team in Discord to instantly assist our users, even for niche and complex issues, has been very helpful and impressive. I’ve

"Struggling to reach a real support agent and keep getting stuck with the bot..." That’s exactly how your customers will feel if you’re not careful with your AI agent selection. A lot of people are sold on the idea that if they just provide enough information, the AI will work

After trying Pluno for two weeks, MeshyAI turned to their community with a direct question: “What do you think of Pluno AI’s bot support experiment? Should we keep him?” And when the votes came in, the answer was loud and clear: YES. If you ran the same kind of poll for your

How not to use AI in customer support? Here's a textbook case of misusing AI, shared in the Support Driven community: supportdriven.slack.com/archives/C02DT… Setting aside the quality of the AI they used, it’s clear they subscribed to a belief, now held by only a shrinking number of companies,