Post by Pylon

Braintrust's customers keep asking them the same question: "What do you use for support? How are you structuring this?" Alex Carleton, Head of Customer Experience at Braintrust, was already running a high-touch support model when he joined: hundreds of Slack channels, face-to-face with customers, deeply hands-on. Scaling this motion needed structure to make it look easy. That's where Pylon came in. → A huge reduction in internal handoffs, no more stitching context across tools to answer one issue → AI triage routes every issue to the right person, with the right knowledge, at the right time → Customers just post a casual question in Slack. Everything else happens invisibly. In his words: "From the customer's point of view, this feels like an interaction with a coworker, instead of an interaction with a ticketing system." That's the bar, and it's why Braintrust's own customers keep asking to copy their playbook. Huge thanks to Alex Carleton and the Braintrust team for being true champions. Excited to keep building together.

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