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

FAQs

Is this free?

Yes. For now.

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.