Pylon has improved a lot with the recent AI features they released. One of the most useful things is that it can now look at previous similar issues and suggest possible solutions, which saves a lot of time during troubleshooting.

The AI reply feature is also very helpful because it can generate responses using knowledge base articles and past tickets. This helps us reply faster while keeping answers consistent. Another nice improvement is the ability to rephrase responses, adjust the tone, and refine messages directly in Pylon, making it easier to write clear and professional replies.

Overall, these new AI features have made the support workflow much smoother and more efficient. Review collected by and hosted on G2.com.

Pylon has improved a lot recently, especially around Microsoft integrations. The Teams integration and broadcasting features are much smoother now compared to before, and overall collaboration has become easier for the support team.

One area that could still be improved is the newer AI-based analytics and ticket tagging system. In some cases, the AI seems to tag tickets mainly based on the first few messages instead of analyzing the full conversation. Because of this, the final ticket categorization can occasionally miss the actual root issue discussed later in the thread.

That said, the recent AI improvements are still very useful overall and have helped streamline many support workflows. Review collected by and hosted on G2.com.