# How Substack uses Decagon

**90%** user inquiries resolved by the AI agent

As published on [decagon.ai](https://decagon.ai/case-studies/substack), July 2026. Captured by usedby on 2026-10-07.

- Company: [Substack](https://www.usedby.ai/companies/substack.md)
- Tool: [Decagon](https://www.usedby.ai/tools/decagon.md)
- Industry: [Media & Publishing](https://www.usedby.ai/companies/industry/media-publishing.md)
- Teams: Support, Product Operations

## 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.

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

> 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.

> 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.
>
> Jordan A., Product Operations

Source: [decagon.ai](https://decagon.ai/case-studies/substack), captured 2026-10-07.

## Other AI tools used by Substack

- [Assembled](https://www.usedby.ai/tools/assembled.md) — Observed
- [Greptile](https://www.usedby.ai/tools/greptile.md) — Observed
- [Modal](https://www.usedby.ai/tools/modal.md) — Observed
- [Notion](https://www.usedby.ai/tools/notion.md) — Observed
- [Snowflake](https://www.usedby.ai/tools/snowflake.md) — Signal

## Decagon users in Media & Publishing

- [Snap Inc.](https://www.usedby.ai/companies/snap-inc.md) — Observed

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the figure 90% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Substack.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Substack uses Decagon. Confirmed line. Latest check across sources: 2026-10-15.
- Not checked: the result itself. We quote it; we did not measure it.

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