# How Retell AI uses Pylon

**80%** L1 tickets automated or deflected by AI

As published on [usepylon.com](https://www.usepylon.com/case-study/retell-ai). Captured by usedby on 2026-10-08.

- Company: [Retell AI](https://www.usedby.ai/companies/retell-ai.md)
- Tool: [Pylon](https://www.usedby.ai/tools/pylon.md)
- Industry: [Artificial Intelligence](https://www.usedby.ai/companies/industry/artificial-intelligence.md)
- Teams: Engineering, Support

## What the story says

Retell AI uses Pylon's AI agents as a triage system for support tickets, answering common documentation-based questions, running structured runbooks for specialized workflows, and collecting details such as call IDs before handing tickets to engineers.

Summary written by usedby from the source page, in English. The figures are those of Pylon and Retell AI, not ours.

> Pylon's AI agents now handle a significant portion of tickets and take 12-15 hours of repetitive work off engineers each week. That time goes back into building product, and our customers get faster, more accurate answers.

- **80%**: “80% of L1 tickets automated, freeing engineers from repetitive questions.”
- **50%**: “50% of L2 workflows supported by AI, with humans stepping in for final actions.”
- **20%**: “20% of email tickets receive an AI response, with ~50% of those fully resolved.”

> On‑call has become a lot easier. The AI does the pre‑work for us, so we can jump straight into triage.
>
> Prabir Vora, Founding Chief of Staff

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 80% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Retell AI.
- Checked: Retell AI uses Pylon. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/retell-ai-pylon · How we check: https://www.usedby.ai/methodology