AI Support automatically suggests knowledge base articles based on a customer questions. It leverages the recent and seemingly magical advances in generative AI to match customer questions with what you’ve already written up in your documentation.

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Expectation Setting

If you’re using Pylon, you likely have dedicated support or success teams managing your most important relationships in your customer Slack channels. Unlike the rapid-fire support of something like an E-Commerce business, B2B auto-responses are much more important to get right so here are the principles by which we aim to protect those relationships when enabling AI:

  1. If the AI has low confidence in answering a question, lean towards not responding
  2. While we calibrate AI Support, it will by default only recommend articles. You have the option to allow it to sythensize the answer.

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Supported Knowledge Sources

We built AI Support to be able to crawl any publically accessible website. That means regardless of where your content (documentation, pricing page, etc) sits, we’ll be able to work with it. We will also be able to read natively from your Pylon Knowledge Base.

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How it Works

When a customer asks a question that gets turned into a support ticket, if AI Support has high confidence that the documentation has the solution, it will post the suggested documentation links.

The customer or you can then mark whether the suggested documentation solved the problem or not.

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