The use case: how Substack deploys Decagon
Substack uses Decagon's AI agent in chat to resolve routine support requests such as refunds and cancellations end-to-end. It also uses Decagon to tag and segment users, surface Voice of Customer insights, and track feature requests and bugs.
In the customer’s words
With Decagon’s AI agents, we’ve shortened our time-to-resolution rate, raised and maintained a high CSAT and deflection rate, and are proactively engaging our most valuable readers and publishers.Other AI tools used by Substack
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Decagon users in Media & Publishing
Companies in the same sector, with public evidence.
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Go straight to the source
Based on Decagon’s published case study. We check the public evidence; the results are reported by the vendor.
decagon.ai- Source published
- Jul 28, 2026
- Last checked
- Oct 7, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 90%Checked
The figure is on the page; its label is our wording.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of Substack.
- The publication dateChecked
Read from the page’s own metadata, never guessed.
- Substack uses DecagonChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
Decagon implemented an AI Agent capable of handling and resolving more than 90% of user inquiries, significantly reducing the burden on the existing support team.