Pylon launched Support Agent v4, with a new agent harness, system prompt and AI capabilities. The agent can investigate complex customer issues, take action and resolve more issues without human intervention.
Three additions cover testing and control. Continuous improvements let teams review and approve suggested updates to knowledge, guidance and skills. Backtesting and QA run changes against past customer conversations and use AI to evaluate responses before they go live.
Skills and escalations let teams define how the agent handles custom workflows and when to bring in staff.
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