Customer support is going agentic.
Today, we’re introducing the new Pylon, the first platform built for Agentic Customer Support. Available in beta now.
For decades, support teams have worked tickets one at a time. They gather context, investigate across systems, coordinate
AI support produces nearly 2x as many unhappy customers.
Specifically, support tickets AI resolves without any human agents have the lowest percentage of promoters and highest rate of detractors.
Human-only resolutions have the most promoters, but AI + human resolutions are
Companies don't use AI for end-to-end resolutions with their $1M+ ARR customers.
And end-to-end AI resolution rates keep dropping as ARR rises.
primary data from @usepylon + @a16z 👇
Builder.io rebuilt customer support around AI, and moved off Zendesk with zero customer complaints.
Their Head of Technical Support on why bolting AI onto Zendesk wasn't enough 👇
What happened after they moved to Pylon:
→ 9,000+ tickets + 78 people migrated, zero complaints
→ CES 77% → 83%
→ 90% less automation complexity: one workflow they'd copied 30x in Zendesk is now a single trigger
→ Integrations that broke monthly now just work
Our Anthropic bill is about to jump from $400K → $1.4M/yr.
Not because usage exploded, but because we're about to cross 150 seats.
Past 150 seats you're forced into Enterprise tier. Seats stop including any usage, every token bills at standard API rates. At our current run
The role of a support engineer is evolving.
It used to look like...
→ Long, manual issue investigations
→ Lots of back and forth with customers to get context
→ Ping an engineer for help with a ticket and wait
Now teams can...
→ Have AI run initial investigations
→ Ask AI
Product / design / engineering orgs of the future are vase-shaped.
Small product team
Big design team
Small engineering team
We've hit this point with AI where it's a significant multiplier for product and engineering capacity, i.e.:
→ It's easy for a lean engineering team to
Now in Pylon...
Custom priority icons 🏷️
You can now replace our default priority labels and match Pylon's tags to your internal ranking system.
Enjoy!
Our support team just crossed 100K tickets.
That's 17,355 across Jon Clark (leads the team and 1st support hire) and Matthew Nagy (2nd support hire).
32,000+ product questions, 26,000+ feature requests, and 23,000+ bug reports (top 3 categories).
5,000+ issues from our top
New workflow: Send and set status ⚡
If you ever want to manually override AI auto-statuses in Pylon, you can now respond to an issue and set its custom status in the same action.
→ Draft your customer reply
→ Use the "Send" dropdown to set issue status on send
→ Use
We got a new addition to the customer portal...
🍀 Feature requests 🍀
→ Turn on portal visibility for FRs
→ Select what metadata customers can see
→ Choose how FR statuses appear to customers
Now customers can stay updated on their feature requests, right alongside their
Here's how our first ever AI support hackathon went 👇️
What we learned from the event...
1/ For a lot of people, networking and just getting to chat with other attendees was super valuable in itself
2/ Our current customers got a ton of value out of meeting their Pylon CSMs
AI-pilled?
No, Pylon is Tetris-pilled.
Oliver (product design) vibe-coded a custom Pylon-themed Tetris game with our brand patterns.
Watch everyone try to beat Advith's 20,000 highscore 👀
