ClassPass Transforms Support With AI Chat Model

ClassPass is shifting customer support to a chat-first, 24/7 model using AI-powered agent assistance, the company and partner Decagon reported. The redesign consolidated knowledge, automated routine responses, and created QA and specialist roles, yielding about a 95% reduction in cost per support conversation and roughly tenfold increase in automated ticket deflection. The change lets experienced agents focus on complex issues while scaling support capacity.