ClassPass Hands Most Customer Inquiries to AI
ClassPass Hands Most Customer Inquiries to AI
Publish Date: 2026-02-05 16:59:00
Source Domain: www.pymnts.com
- ClassPass is utilizing artificial intelligence to increase customer support efficiency as inquiry volumes grow, implementing a chat-first, 24/7 model.
- The company has moved from primarily email-based support to a live chat system, centralizing documentation, workflows, and response logic in a single interface.
- By shifting to a chat-first approach, ClassPass has improved agent response times, ensured higher efficiency and introduced real-time AI assistance.
- The organization has redesigned customer experience roles, introducing dedicated quality assurance roles and specialist roles for cases requiring detailed attention.
- The company has seen a 95% reduction in cost per support conversation and has almost ten times the automated ticket deflection rate since implementing increased automation.
- ClassPass’s support chatbot now manages a substantial share of inquiries and performs on par with human agents in many categories, while allowing the CX team to manage workflows autonomously.
