AssemblyAI Sonny support agent
AssemblyAI deployed Sonny, a Pylon support agent that handles developer chat inquiries and edge-case runbooks around the clock.
Author: Pylon
What was done
AssemblyAI moved to Pylon to unify support channels and deploy an AI agent named Sonny for developer-facing chat support. Sonny is grounded in AssemblyAI's public knowledge base and uses Pylon Runbooks to handle edge cases such as unstructured questions or users dropping YouTube links without context. The agent routes users to the right resources and lets the support engineering team focus on complex technical work. Pylon reports Sonny cut in-app chat first response time from 15 minutes to 23 seconds, resolves about 50% of eligible support inquiries without human intervention, and enabled 24/7 chat coverage without weekend staffing.