Substack refund and creator-support agent

What was done

Substack moved beyond an in-house response chatbot by adopting Decagon as a fuller AI agent for support operations. The agent resolves common publisher and subscriber inquiries, segments users by context, tags historical conversations for Voice of Customer insights, and integrates with support tools to identify feature requests and bugs. By connecting the agent to APIs and teaching refund and cancellation logic, Substack can complete multi-step issues end to end. Decagon reports more than 90% of user questions resolved without human intervention.

Stack