Beyond the Deflection Myth: Inside Pylon’s New Agentic Support Playbook
Executive Overview For the past two years, the customer experience (CX) industry has chased a singular, alluring metric: deflection rate. Across boardrooms and software demonstrations, tech leaders have praised automated chatbots and fully autonomous resolution agents for their ability to intercept inbound customer tickets before they ever reach a human representative. Yet, beneath the glossy…