The AI Support Agent for Complex B2B Tickets | Pluno AI

Use Case 1: Automating Technical Troubleshooting

Problem: Standard chatbots fail when issues require investigating system logs or specific code configurations, forcing human agents to manually search through past tickets.
Solution: The platform analyzes historical Zendesk data, logs, and session recordings to replicate technical problem-solving steps.
Example: A customer reports a SAML login error; the agent identifies a certificate mismatch by cross-referencing a similar resolution from a previous month and provides the fix immediately.

Use Case 2: Streamlining Engineering Escalations

Problem: Technical tickets often reach developers without sufficient context, leading to long back-and-forth communication between support and engineering teams.
Solution: The tool automatically generates Jira issues containing full diagnostic data, reproduction steps, and configuration diffs.
Example: When a user reports a data reporting bug, the agent captures the environment details and logs, then creates a Jira ticket so developers can begin fixing it without asking follow-up questions.

Use Case 3: Reducing Tier 2 Workload

Problem: Complex edge cases that aren't covered in public documentation frequently overwhelm senior support staff.
Solution: The AI searches through internal Slack channels, Jira histories, and private ticket notes to find documented fixes for non-standard issues.
Example: A support agent uses the AI copilot to instantly find a workaround for a niche database syncing issue that was previously discussed only in a private developer Slack thread.