Pylon

Pylon is a platform designed for B2B customer support and success, enabling collaboration between humans and AI agents to investigate, resolve, and act on customer issues. The tool addresses the needs of organizations seeking to manage and streamline their support operations, with a focus on integrating both human expertise and AI-driven assistance.

The platform offers a set of features that include analytics and reporting, account intelligence, a knowledge base, workforce management, and surveys such as NPS and CSAT. It also provides support for ticketing channels and various integrations. Named integrations include Slack, Microsoft Teams, Discord, Telegram, WhatsApp, phone and SMS, chat widgets, and email, allowing support teams to interact with customers and manage support requests across multiple communication platforms.

Pylon is positioned for use cases in B2B support and customer success, with capabilities that facilitate agent assistance, background support, and skill management. The platform is designed to help organizations build and run their entire support system, leveraging both AI and human agents to address customer needs efficiently.

The platform is described as being trusted by over 1,500 B2B customers globally. Pylon is delivered as a platform that integrates with various enterprise communication and ticketing channels, supporting organizations in managing customer work at scale.