Case Study: AssemblyAI scales 24/7 support and cuts response times with Pylon AI Agents

AssemblyAI cuts first response time 97% with Pylon

AssemblyAI, a provider of AI models for speech recognition and understanding, faced challenges scaling its technical support for its developer user base. With fragmented communication channels and repetitive tasks, their support team was limited in its ability to respond quickly. They partnered with Pylon to unify their support workflows and introduce automation to meet their customers' expectations for fast, actionable help.

By implementing Pylon's AI agent, named Sonny, and utilizing Runbooks for automation, AssemblyAI was able to automate a significant portion of its support inquiries. The solution from Pylon resulted in a 97% reduction in first response time, cutting it from 15 minutes to 23 seconds. Furthermore, the AI agent now resolves 50% of eligible chats without human intervention, enabling 24/7 support coverage without adding weekend staff.

AssemblyAI