Case Study: Retell AI achieves 80% L1 ticket automation with Pylon AI Agents

Retell AI automates 80% of L1 tickets with Pylon

Retell AI, a company that provides AI-native phone agents, faced a challenge with overwhelming support volume as they scaled to 30 million calls per month. Their on-call engineers were handling too many routine tickets, pulling them away from core product development. They turned to vendor Pylon and its AI Agents to implement a smarter automation solution.

Pylon's solution integrated with Retell's knowledge base to automate routine L1 questions and used structured runbooks for complex workflows. This allowed Pylon's AI to handle ticket pre-work, collecting critical details before human handoff. The results were significant: Pylon helped Retell AI automate 80% of L1 tickets and save 12-15 engineering hours per week, allowing engineers to focus on high-impact product work.

Retell AI