# How is Substack using AI agents for user support?

> Substack (35 million+ active subscriptions) uses a Decagon AI agent for user support. Decagon reports it resolves more than 90% of user questions without human intervention.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Substack (subscription publishing platform)
- **Industry:** Software, Internet & Media — Publishing platform
- **Roles:** Customer Support
- **Tools:** Decagon AI agent (Decagon)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- resolution without humans: more than 90% of user questions [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, "Substack and Decagon" (undated; accessed 2026-10-17) <https://decagon.ai/case-studies/substack>
   > "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."

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