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How Substack handles actions with AI

The Solution Substack partnered with Decagon to launch: AI-Powered Chatbot: 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. Higher Customer Satisfaction: Decagon’s AI Agent has helped Substack successfully resolve more than 90% of user questions without human intervention, leading to consistently high CSAT and deflection rates, as well as a shorter time-to-resolution rate for all customers. Substack’s subscription network has grown to more than 35 million active subscriptions and more than 3 million paid subscriptions since 2017.

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 175 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/substack. Our summary is a paraphrase; details are in the source.

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