Case Study: Substack achieves 90% support resolution and higher CSAT with Decagon AI

How Substack handles actions with AI

Substack, a platform for publishers and creators, faced challenges scaling its support operations to handle high volumes of repetitive requests and a need for better user segmentation and insights. Their in-house chatbot was insufficient, so they partnered with Decagon to implement a more complete AI agent solution to automate tasks and understand their diverse community.

Decagon implemented an AI-powered chatbot that resolves over 90% of user inquiries. The solution provided custom segmentation and Voice of the Customer insights, which allowed Substack to increase support capacity without growing their team and maintain a high customer satisfaction rate. This freed their human agents to focus on high-value, proactive support for publishers.

Substack

Jordan A.

Product Operations