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How ClassPass embraces AI across the entire customer stack

Our collaboration with ClassPass involved a multi-faceted approach to enhance their customer support operations: Fully Generative Customer Support Chatbot: Scalability: Decagon’s ClassPass launched a formal RFP process to evaluate the top AI customer support solutions. The ClassPass team ultimately evaluated Decagon against 12 other AI solutions. Overview ClassPass is a versatile fitness membership that offers users access to over tens of thousands of gyms, studios, and wellness experiences across more than 2,500 cities worldwide.

Agent or tool
Decagon
Topic
Customer Support
Reported on
Case study (Decagon)
Added
2026-11-12

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 319 by interest), and one of 20 involving Decagon.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Decagon or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Decagon.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Decagon): https://decagon.ai/case-studies/classpass. Our summary is a paraphrase; details are in the source.

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