Case Study: ClassPass achieves 95% cost reduction with Decagon AI

How ClassPass embraces AI across the entire customer stack

ClassPass, a global fitness membership platform, faced significant challenges in managing its high volume of customer support interactions, which led to escalating operational costs. Their existing tech stack lacked the necessary integrations to automate common requests, placing a heavy manual workload on their large support team. To address this, they partnered with vendor Decagon to implement its AI-powered solutions.

Decagon implemented a fully generative customer support chatbot and an AI-powered Agent Assist tool. The solution provided 24/7 support, delivered hyper-personalized responses, and streamlined agent workflows. The results for ClassPass were substantial, including a 95% cost reduction in the cost of support and a 32% increase in their deflection rate. Decagon's tools also allowed ClassPass to consolidate its tech stack and scale its operations efficiently while maintaining high customer satisfaction.

ClassPass

Sarah Vanden Broek

Senior Manager, CX Operations Strategy & AI