People search "support copilot" when they want AI that works beside the team: draft replies, surface account context, and cut the dig work before a human responds. In Pylon that job belongs to Assist Agent and related team-side agents, not a separate "copilot" product.
Assist Agent investigates issues, uses your tools, drafts replies, and takes permitted actions. Your team reviews consequential work. Trusted by 1,800+ B2B customers.
What is a team-side support agent?
A team-side support agent sits in your workflows. When you ask, it pulls account and product context, drafts a reply, and can take actions you allow. It does not replace the person on the account. It shortens the path to a good answer.
This is different from a customer-facing agent that replies to the customer on its own. It is also different from an answer-only chatbot that only retrieves a help article. For that contrast, see Agentic support vs. AI chatbots. For how Assist Agent fits next to Support Agent, Automations, and Slack Agent, see Types of AI agents for support teams.
Why support teams use Assist Agent
Teams lose time on:
- Gathering account context before they can answer correctly
- Searching the knowledge base for the right article
- Drafting replies from scratch on issues that already have a known pattern
Assist Agent takes that pre-work. Pair it with Automations set to start on new issues, and agents investigate issues before your team opens them. You open the issue with a draft, linked evidence, and a recommended next step, then you edit and send.
What to look for in a team-side agent
Reply drafts
The agent drafts from approved knowledge, past issues, and connected customer data. You can ask it to tighten tone or rewrite a section before anything goes to the customer.
Knowledge base help
Look for agents that can draft a knowledge article from a resolved issue, and that surface gaps or duplicate topics from real conversations. Pylon's knowledge base tools include AI article generation and missing-content detection.
Issue summaries
Long threads are hard to parse on a handoff. Summaries help a new owner catch up without rereading every message.
Suggested resources
Surface related issues and docs inside the reply editor so the person answering does not leave the issue.
Context gathering and actions
On complex B2B issues, the agent should investigate across connected tools, then pause for approval before consequential changes. In Pylon, Assist Agent can investigate, draft, and act through connectors and custom actions within your permissions.
How to roll out Assist Agent
Step 1: Map the bottlenecks
Find where time goes: hunting CRM fields, rereading threads, or rewriting the same how-to reply.
Step 2: Pick the platform and channels
Choose a B2B support platform that already covers the channels your customers use. Slack is on every Pylon plan. Microsoft Teams and Google Chat are on Advanced and Enterprise.
Step 3: Connect channels and history
Link Slack, email, chat, and other channels you use. Sync past issues so the agent has prior resolutions to learn from.
Step 4: Run a pilot
Start with one team or one issue type. Review every draft for a week. Turn accepted patterns into Skills so the next run follows the same steps.
Step 5: Expand with guardrails
Add issue types only after approval rules are clear. Keep sensitive or high-risk work on human review from the first message.
Practices that keep quality high
- Start with drafts on simpler issues, then expand.
- Write when the agent may send vs when a person must edit.
- Correct drafts in place so later runs improve.
- Keep people on the conversations that need judgment or relationship work.
Security and privacy
Team-side agents see customer data, so treat access like any other production system. Pylon publishes SOC 2 Type II, ISO 27001, and GDPR support on Pylon Facts and Trust & Security. Use plan-level controls for who can see what the agent sees: standard roles on every plan, plus custom roles, audit logs, and message redaction on Advanced and above.
How to measure success
- First response time before vs after Assist Agent on the pilot queue
- First-contact resolution on issues where the agent drafted or investigated
- CSAT on the same queue
- Time saved on dig work, and where that time went (product feedback, proactive outreach, harder accounts)
Pylon's own team saw median first response time fall 72% (19.4 to 5.3 minutes), with 62% of tickets involving substantive agent work, in the How Pylon adopted Agentic Support ebook. AssemblyAI cut in-app chat first response time 97% (15 minutes to 23 seconds) with Pylon's AI agent and resolved about 50% of eligible chats without a person (case study).
Pricing for team-side agents
Pylon is seats plus credits. Professional is $89 per seat per month and Advanced is $139 per seat per month on an annual contract. Enterprise is custom. Assist Agent runs on credits on every plan. Skills are included on every plan. See How agentic support is priced.
Outside agents can use the same issue data through MCP. See MCP and ChatGPT and Connect Pylon to ChatGPT with MCP.
FAQ
How much do team-side support agents cost?
On Pylon, you pay seats plus agentic credits. Published annual-contract seat prices are $89 (Professional) and $139 (Advanced) per seat per month. Assist Agent uses credits. Competitors usually bill per seat, per conversation, per resolution, or per outcome for AI. Compare models, not only seat price. Details: How agentic support is priced.
Can Assist Agent handle complex technical issues alone?
It can investigate, pull docs and past issues, and draft an evidence-backed next step. Complex or high-risk work should stay on human review. The agent shortens the dig. Your team makes the call.
How is Assist Agent different from a chatbot?
A chatbot replies to the customer. Assist Agent works with your team inside the issue. Support Agent is Pylon's customer-facing agent when you want automated customer replies with escalation rules.
How fast can we roll this out?
Timeline depends on your channels, historical data, and how many issue types you include in the pilot. Start with one queue and review every draft before expanding.
Does this replace my support team?
No. Agents investigate and draft. People direct the work, approve consequential actions, and own the customer relationship.
