Pylon

Pylon is the AI-native support platform designed specifically for the complexities of B2B customer service. It solves the critical challenge of scattered communication and manual busywork by unifying modern enterprise channels (like Slack, Teams, and Discord) and leveraging specialized AI for deflection, triage, and agent assistance. Pylon empowers your support teams to resolve issues faster, streamline complex workflows, and proactively manage high-value accounts.

Key Features

Pylon integrates essential support functions into one cohesive, AI-powered system, allowing B2B teams to cut busywork and prioritize high-impact customer interactions.

🤖 Specialized AI Agents & Assistants

Automate repetitive tasks, reduce response times, and ensure consistent service quality. Pylon’s AI is built to handle the structured nature of B2B support, from complex triaging to context-aware drafting.

• Structured AI Agents with Runbooks: Create and train AI Agents to deflect common questions and follow defined, automated workflows (Runbooks). You can define the agent's tone, upload specific documentation, and rigorously Test its performance against past issues and custom scenarios before deploying it to customers.

• Issue Copilot for Agents: Resolve issues more efficiently by giving human agents the context they need instantly. The Copilot surfaces helpful resources, related issues, and documentation, and handles message drafting, tone revision, and automatic translation for inbound and outbound messages.

• Workflow Automation: Skip manual data entry. AI automatically categorizes and routes issues by using conversation content to populate custom fields (like priority or product type) and set intelligent trigger conditions.

🌐 Unified Omnichannel for B2B Enterprise

Move beyond fragmented ticket management. Pylon brings all critical B2B communication channels into a single, unified view, ensuring no customer context is lost, especially across enterprise collaboration tools.

• Deep Enterprise Channel Integration: Seamlessly manage customer conversations across Slack (including Slack Connect and Community channels), Microsoft Teams, Discord, Email, Chat, and Customer Portals. Support agents can resolve issues within these modern channels without switching applications.

• Comprehensive Context Capture: Every conversation, regardless of source (Slack, Teams, Email), is aggregated into a single thread view, providing agents with complete, chronological context for fast and informed replies.

🧠 Proactive Account Intelligence

Shift from reactive issue handling to proactive customer management. Pylon unifies support, success, and sales data to provide a holistic view of every account.

• Prioritize and Track Accounts: Focus on customers who are at risk of churn or ready for upsell. Pylon monitors health scores, churn signals, and uses AI to transform unstructured account data (from calls, tickets, and calendars) into structured, actionable fields.

• Automated Account Playbooks: Create workflows based on customer signals. Automatically trigger tasks, reminders, and project milestones when a deal advances, a ticket closes, or a call wraps up, ensuring proactive follow-up and consistent execution.

📚 AI Knowledge Management

Build and maintain a high-quality, self-service knowledge base with automated assistance, ensuring your documentation is always current and comprehensive.

• Identify Knowledge Gaps: AI automatically groups common support topics and compares them against your existing articles, flagging areas where documentation is missing or inadequate.

• Generate and Translate Content: Turn past, successful agent answers into structured articles using pre-defined templates. The platform can also auto-translate articles into 50+ languages with AI, instantly providing global self-service support.

Use Cases

Pylon is designed to deliver immediate, measurable improvements in B2B support operations.

1. Accelerating Enterprise Support via Slack Connect: A high-value customer initiates a complex technical query via a dedicated Slack Connect channel. Pylon automatically ingests the conversation, and an AI Agent uses a structured Runbook to triage the issue and request necessary diagnostics, deflecting simple information requests. The human agent then uses the Issue Copilot to generate an accurate summary of the diagnostics and draft a precise, technical reply, reducing the first response time from hours to minutes.

2. Proactive Risk Management and Handoffs: The Account Intelligence dashboard flags a key account whose health score has dropped due to high support volume and recent feature requests. An automated playbook triggers a task for the Customer Success Manager. The CSM reviews the AI-generated account summary and uses Ask AI to pull up all relevant history (tickets, call notes, and sales context) in seconds, allowing them to intervene proactively before a potential churn event escalates.

3. Self-Service Content Maintenance: Your support team notices a recurring set of questions about a new product feature. Pylon’s Knowledge Management feature identifies this as a gap. An administrator uses the system to turn a detailed, successful resolution from a past ticket into a new draft article. Copilot then refines the tone and clarity, and the article is automatically translated into French and German, instantly filling the knowledge gap for global users.

Why Choose Pylon?

Pylon is fundamentally different from legacy support systems, offering capabilities specifically engineered for the needs of modern B2B organizations.

• Proven Speed and Efficiency: Customers leveraging Pylon have achieved significant performance gains, including a 90% decrease in First Response Time (dropping from 35 minutes to less than 3.5 minutes) and resolving up to 50% of eligible support inquiries without human intervention.

• AI-Native Design, Not an Add-on: Unlike platforms that retrofit AI onto legacy architectures, Pylon was built from the ground up to integrate AI functionality across every workflow—from triage and deflection to knowledge generation and account intelligence—ensuring seamless, reliable automation.

• Unrivaled Compliance and Trust: Pylon is committed to the highest standards of data security and privacy, holding key certifications including SOC 2 Type II, GDPR, ISO 27001, and HIPAA compliant status. This adherence to rigorous standards is essential for serving sophisticated B2B customers.

Conclusion

Pylon provides B2B support teams with the unification, automation, and intelligence required to meet the demands of modern enterprise customers. By consolidating critical channels and deploying specialized AI, you can resolve issues faster, reduce operational friction, and elevate your entire customer support function into a proactive, strategic asset.