# How did ClassPass scale chat support to 24/7 with AI agents?

> ClassPass deployed Decagon AI agents in chat. ClassPass reports 10x higher deflection at launch than anticipated, letting it expand chat from 16 hours 5 days a week to 24/7.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** ClassPass (fitness and wellness booking marketplace)
- **Industry:** Consumer Products & Retail — Consumer subscription marketplace
- **Roles:** Customer Support
- **Tools:** Decagon AI agent (Decagon)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- deflection vs plan: 10x higher at launch than anticipated [1] (self-reported)
- chat hours: from 16 hours 5 days a week to 24 hours 7 days a week [1] (self-reported)

## How it works
1. Decagon AI agent answers inbound customer conversations.
2. Escalates to human agents when needed.

## Risks & compliance
- Incorrect answers to customers; escalation paths needed
- Vendor-published results; not independently audited

## Sources
1. Decagon, "ClassPass and Decagon" (undated; accessed 2026-10-17) <https://decagon.ai/case-studies/classpass>
   > "we saw 10x higher deflection at launch than we anticipated."

Canonical: https://agentcasefile.com/cases/classpass-decagon-ai-agent/ · License: CC BY 4.0 (summary) · Source: Agent Casefile