# Pylon

Pylon is a customer support platform built for B2B companies, where human agents and AI agents work together on tickets. It brings conversations from Slack, Microsoft Teams, email, chat, SMS, WhatsApp and phone into one queue with account context. The platform includes ticketing, routing and SLAs, a knowledge base, customer portal, analytics, surveys and an optional account intelligence add-on for customer success.

Page: https://slateindex.ai/brand/pylon · data of 2026-11-03

## Facts

- Founded: 2022
- Headquarters: San Francisco, CA, United States
- Employees: 51–200
- Company type: Private, venture-backed
- Latest funding: Series B
- Deployment: Cloud (AWS, US or EU hosting)
- Best for: B2B support teams handling customers over Slack Connect, Teams and other shared channels
- Compliance: SOC 2 Type II, ISO/IEC 27001:2022, GDPR, HIPAA

## Products

- Assist Agent: Personal AI operator that investigates, uses tools, takes action or delegates to external agents.
- Support Agent: Resolves customer questions automatically across channels and escalates to humans.
- Slack Agent: Ask questions and take action from Slack with Pylon's customer context.
- Automations: Repeatable workflows triggered by events or schedules.
- Skills: Reusable instructions that teach agents how the team works.
- Ticketing: Omnichannel ticketing with routing, queues and SLAs.
- Knowledge Base: Help center with AI article generation and answers.
- Account Intelligence: Customer success add-on with health scores, account notebooks and timelines.
- Workforce Management: Staffing and capacity planning for support teams.
- Surveys (NPS & CSAT): Customer satisfaction and NPS surveys with analytics.
- Phone: Add-on for calls and texts with recordings, transcripts and IVR.
- Nexus: Pylon's applied AI offering, introduced as Nexus 1.0.

## Rankings

| Category | Rank | Visibility | Mentions |
|---|---|---|---|
| Help Desk | 18 of 37 | 2.7 | 4 |
| Live Chat & AI Support | 22 of 44 | 1.9 | 2 |

## By engine

| Engine | Visibility | Mention rate |
|---|---|---|
| chatgpt | 2.0 | 3.7% |
| google_ai_mode | 1.3 | 3.7% |
| perplexity | 4.8 | 7.4% |

## Definitions

- Visibility (0–100): how often and how high AI answers name the brand, weighted by position.
- Mention rate: share of collected AI answers that name the brand.
- Share of voice: the brand's mentions as a share of all brand mentions in the category.
- Citation authority: share of answers naming the brand that cite the brand's own site.

Cite as: SlateIndex, “Pylon AI visibility profile”, https://slateindex.ai/brand/pylon, data of 2026-11-03. Licence: CC BY 4.0 (https://creativecommons.org/licenses/by/4.0/).