Learn how this leading creator monetization platform partnered with Applied Labs to supercharge customer support with complex AI workflows.
✅ 90% of inquiries resolved through AI
✅ 67% savings on operational costs
✅ 90%+ CSAT score
“Applied Labs strikes that elusive balance between AI efficiency and the human touch. Their sophisticated AI Agents can handle anything.” — Tim Humangit, Head of Support and Safety at Passes
About Passes
Passes helps creators connect with their fanbases and monetize their content through customizable memberships, direct messaging, livestreaming, and more. To date, Passes has raised $66.5M and partnered with legions of high-profile creators, including Shaquille O'Neal, Kygo, and Bella Thorne.
Challenge
Scaling Personalized Customer Support Without Adding Headcount
Passes is no stranger to success, boasting over 500,000 active users in 2025. As more creators and fans flocked to the platform, Head of Support and Safety Tim Humangit and his team worked around the clock to address the flood of customer inquiries.
With support eating into the team’s bandwidth for other crucial initiatives (like user safety), Tim decided to bring in reinforcements. While he considered expanding his in-house team, he realized Passes’ support function could evolve more efficiently with AI.
He looked for an AI-powered support solution that could:
Automate inquiries in seconds: The ideal solution would tackle the high volume of inquiries (such as refunds and cancellations) automatically, plus function as a line of defense against user fraud.
Deliver accurate answers based on internal documentation: Tim needed learning models that could ingest Passes’ existing repository of support documents and craft accurate responses.
Embody the Passes brand voice: Since outsourcing a human-centric function to AI felt risky, Tim required a support solution that could learn the company’s unique voice — and fast.
Luckily, Passes’ CEO Lucy Guo connected him with Applied Labs. As soon as Tim saw the rigorous workflows their AI could effortlessly handle, he was in.
“Training LLMs to understand your brand voice and speak naturally to users can take forever with certain solutions. Applied Labs captured our tone instantly.”
Solution
Automating Support Workflows With Fast-Learning AI Agents
Within a week of onboarding Applied Labs, Passes deployed a robust V1 of its new support function, complete with nimble AI Agents, a revitalized virtual help center, and low-lift human auditing tools.
Tim says the efficiency gains were near immediate, thanks to:
Benefit #1: AI Agents for Inquiry Resolution and Fraud Detection
In partnership with Applied Labs’ premium support team, Passes launched AI Agents to process almost all customer inquiries. Because the solution plugs right into Passes’ tools and workflows, including its help center, the Agents have all the necessary data to do complex work. Now, they handle everything from Q&A to increasingly complex questions like payment issues in seconds. They can also easily detect bad actors and alert Tim’s team to user fraud.
What’s more, the Agents instantly mimicked the warm but direct support tone Tim hoped to capture. With these requests autonomously deflected, he and his team can focus on what matters most: keeping users safe.
Benefit #2: Virtual Self-Service Help Center
Applied Labs also helped Passes launch a new virtual help center that serves as the first — and often final — destination for customer inquiries. This resource, which houses the AI Agents, includes an on-demand chat function as well as dozens of articles and help docs.
Even better, Tim’s team can feed new help center articles to the Agents, ensuring voice and content alignment across support channels.
Benefit #3: Complete Operational Visibility and Human QA
With Applied Labs’ built-in auditing tools, Tim’s team has full visibility into all the hard work AI Agents do in their stead. While performance reports and audit logs give a comprehensive view of every action, alerts instantly inform them of failures that require urgent attention.
Knowing Applied Labs’ AI Agents come with ample guardrails, Tim can comfortably outsource even more inquiries to them.
“The amount of deflections we saw after launching our new support function was massive. Whether the Agents are managing order cancellations or detecting fraud, they work faster than any tool on the market."
Results
Substantial Ticket Deflection, Higher CSAT, and a 67% Reduction in Operational Costs
With Applied Labs, Tim transformed manual support tasks into a scalable workflow that better serves Passes’ growing user base. Since the partnership began, Passes virtually eliminated the need to add support headcount — saving money while skyrocketing its CSAT score in one fell swoop.
The results speak for themselves:
90% of inquiries resolved through AI
67% savings on operational costs
90% CSAT score
“Applied Labs offers truly first-class customer support. Not only are they incredibly responsive to every ask, but they’ll do whatever it takes to execute ASAP.”