How Passes Automates 90% of Support Inquiries With Applied Labs

Passes is the go-to platform for creators who want to monetize memberships, direct messaging, events, and livestreams. As the community surged past half a million active users, manual support threatened to slow growth - especially for safety work that couldn’t wait.

Applied Labs helped Passes stand up AI agents, a modern help center, and low-lift auditing tools in a single week. Now the team resolves complex workflows in seconds, keeps fraud in check, and protects time for strategic initiatives.

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Highlights

• 90% of inquiries resolved through AI - even for nuanced billing and payment flows.
• 67% savings on operational costs - no emergency headcount required.
• 90%+ CSAT - automation without losing the Passes tone.

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Customer Voice

“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

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About Passes

Passes helps creators build sustainable businesses with customizable memberships, VIP chats, livestreams, and commerce features. The company has raised $66.5M and powers communities for Shaquille O'Neal, Kygo, Bella Thorne, and thousands more.

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Challenge

Support volume grew as quickly as the platform itself. Tim Humangit’s team needed to:

• Automate inquiries in seconds for refunds, cancellations, and fraud checks.
• Ground answers in internal documentation to avoid guesswork.
• Preserve the Passes voice without expanding headcount.

Traditional chatbots couldn’t keep up with fast-changing policies or the warmth creators expect, so the team turned to Applied Labs.

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Solution

Applied Labs’ onboarding delivered a full-stack support function in record time.

AI Agents with embedded workflows

Agents plug into Passes’ tools and data, resolving everything from Q&A to complex payment issues. They also flag suspicious behavior, giving the safety team immediate visibility.

Virtual self-service help center

Passes launched a new help center that houses AI chat, articles, and workflows in one experience. Fresh documentation flows straight into the agents so tone and accuracy remain aligned.

Complete operational visibility

Built-in auditing tools, performance dashboards, and failure alerts keep humans in control. Tim’s team can review any promise the AI makes and tune intents without heavy lifts.

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Results

• 90% of inquiries handled automatically, improving speed and coverage.
• 67% reduction in operational costs compared to staffing up.
• 90%+ CSAT from creators and fans, proving automation can feel personal.

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Looking Ahead

With the foundation in place, Passes now experiments with new AI workflows that extend beyond support - from proactive safety nudges to creator success playbooks - all while keeping humans focused on the highest-impact work.

“Training LLMs to understand your brand voice can take forever with certain solutions. Applied Labs captured our tone instantly.”

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