Post by Pylon

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 with other teams, decide what to do, and take every action by hand. That way of working is changing. ➤ Before: humans did the work ➤ Now: humans direct agents to do the work Most AI support products focus on deflecting simple questions before a human sees them. Agentic Support addresses the rest of the job: investigation, coordination, judgment, and action. Pylon’s agents run on a context layer built from support, account, and product intelligence across every system your team uses. Here’s how it works: ➤ Background Agents investigate tickets before anyone opens them ➤ Assist Agent lets humans review the evidence, ask follow-up questions, and direct work across connected systems ➤ Skills turn your team’s processes into instructions humans and agents can run ➤ Multiple agents work at once while your team steers the highest-value decisions Humans stay in control. They inspect the work, correct it, and decide what happens next. As the team builds confidence, the same workflows can become more autonomous. Cognition, Hex, Canvas Medical, Nominal, and other Pylon customers have been helping us test Agentic Support in early access. Today, we’re opening it to more teams. See how it works on July 20: https://bit.ly/4pkHrqG

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