# How Chime uses Decagon

**60%**: “Chime reduced customer support costs by 60%”

As published on [decagon.ai](https://decagon.ai/case-studies/chime), November 2026. Captured by usedby on 2026-11-15.

- Company: [Chime](https://www.usedby.ai/companies/chime.md)
- Tool: [Decagon](https://www.usedby.ai/tools/decagon.md)
- Industry: [Fintech & Payments](https://www.usedby.ai/companies/industry/fintech-payments.md)
- Teams: Customer Support

## The use case: how Chime deploys Decagon

Chime uses Decagon's AI agents for both chat and voice member support, automating common requests such as card replacement, deposit status updates and SMS subscription management. Both channels run on a single system that shares learning across conversations.

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

> As a result, Chime reduced customer support costs by 60% while doubling member satisfaction scores.\*

- **70%**: “Consistently seeing 70%+ resolution”
- **1 million**: “Scaled to more than 1 million calls per month with no reliability issues”

> With Decagon Voice, we’re able to combine high performance and seamless brand customization with cross-channel memory, ensuring every interaction is connected and true to Chime’s member-first values.
>
> Janelle Sallenave, Chief Operating Officer

Source: [decagon.ai](https://decagon.ai/case-studies/chime), captured 2026-10-01.

## Other AI tools used by Chime

- [Hex](https://www.usedby.ai/tools/hex.md) — Confirmed
- [Pigment](https://www.usedby.ai/tools/pigment.md) — Confirmed
- [Runway](https://www.usedby.ai/tools/runway.md) — Confirmed
- [Sierra](https://www.usedby.ai/tools/sierra.md) — Confirmed
- [AirOps](https://www.usedby.ai/tools/airops.md) — Observed
- [Arize AI](https://www.usedby.ai/tools/arize-ai.md) — Observed

## Decagon users in Fintech & Payments

- [NG.CASH](https://www.usedby.ai/companies/ng-cash.md) — Confirmed
- [Tremendous](https://www.usedby.ai/companies/tremendous.md) — Confirmed
- [Affirm](https://www.usedby.ai/companies/affirm.md) — Observed
- [Cash App](https://www.usedby.ai/companies/cash-app.md) — Observed
- [Square](https://www.usedby.ai/companies/square.md) — Observed

## What usedby checked

We compared the story with its live page on 2026-11-15.

- Checked: the figure 60% is printed word for word on the page, near the name of Chime.
- Checked: the passage quoted above is copied word for word from the page, near the name of Chime.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Chime uses Decagon. Confirmed line. Latest check across sources: 2026-11-15.
- Not checked: the result itself. We quote it; we did not measure it.

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