Pylon is a customer support platform for B2B companies, which sell to other businesses. It calls itself agentic support: AI agents work next to the human support team, investigating issues, taking actions and answering customers. Its three founders started as software engineers at companies such as Airbnb, Samsara and Affinity.
Pylon takes in customer conversations from Slack, Microsoft Teams, Discord, email, a chat widget, SMS, WhatsApp and phone, and turns each one into a ticket linked to the customer's account. Customers can also open requests through a customer portal and ticket forms, and read a knowledge base. A Support Agent answers questions automatically and brings in a human when judgment is needed; Automations run repeatable workflows on an event or a schedule; Skills store reusable instructions for the agents. Data from the CRM, product usage, logs and code is given to the agents through MCP (Model Context Protocol, a standard way for AI agents to reach outside data).
Pylon is a hosted service sold per seat on annual contracts. The AI agent features run on credits, and phone and account intelligence are paid add-ons.