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How ClassPass uses Decagon

95%

“95% cost reduction”

As published on decagon.ai, July 2026. Captured by usedby on Oct 7, 2026.

What happened

ClassPass uses Decagon's AI chatbot to answer member questions over chat and email, and Agent Assist inside Zendesk to help its support agents. Deflecting tickets let ClassPass extend its chat hours and reduce support costs.

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

  • 32%“32% Increase in deflection rate”
  • 10x“we saw 10x higher deflection at launch than we anticipated”

Our solutions enabled ClassPass to greatly increase the efficiency of the support operation through superior deflection. This resulted in large annual savings, significantly reducing operational costs while maintaining high service levels.

From the page. decagon.ai, captured Oct 7, 2026

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.

Sarah Vanden Broek, Director, CX Operations Strategy and AI, ClassPass. Source, captured Oct 7, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 7, 2026.

  • The figure: 95%CheckedPrinted word for word on the page, near the name of ClassPass.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of ClassPass.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • ClassPass uses DecagonCheckedConfirmed line. Latest check across sources: Oct 7, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

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