Case Study: How ClassPass embraces AI across the customer stack with Decagon
Key results
The challenge
ClassPass faced rising customer-interaction volume and high operational costs from maintaining a large support team to handle cyclical demand. Its existing CX tech stack lacked the integrations needed to automate high-volume ticket types, creating heavy manual workload.
The solution
After an RFP evaluating Decagon against 12 other AI solutions, ClassPass deployed a fully generative chat and email agent plus AI-powered Agent Assist in Zendesk, expanding chat hours from 16 hours 5 days a week to 24 hours 7 days a week.
“Though we already had a robust Voice of the Customer program and an understanding of customer inquiries we thought we could deflect, we saw 10x higher deflection at launch than we anticipated.”
SVSarah Vanden BroekDirector, CX Operations Strategy and AI, ClassPass
The results, in context
The case study reports a 95% cost reduction and a 32% increase in deflection rate. ClassPass observed 10x higher deflection at launch than it had anticipated, and reached foreign-language CSAT parity with native-language tickets.