How ClassPass Got Its Support Bot on Par With Humans

When it comes to using artificial intelligence for customer support, businesses are learning that the technology isn’t something you set and forget. Instead, they need to keep an eye on how the AI is performing and make improvements even after it goes live.

ClassPass, which operates a subscription platform for fitness classes, learned that lesson after its AI bots, released in January 2024, initially performed worse than human agents on customer satisfaction surveys sent after the conversations. But over time ClassPass has steadily improved its chatbots’ responses by randomly auditing conversations and scrutinizing interactions that received low satisfaction ratings from customers.