Decagon

“With Decagon Voice, we’re able to combine high performance and seamless brand customization with cross-channel memory, ensuring every interaction is connected and true to Chime’s member-first values.”

““Decagon will make starting an online business frictionless. Imagine building a store page in minutes -  just by calling a number.””

““The best support is when the customer doesn’t notice it’s AI. That’s when you know you’re delivering real value.””

““Continuously hiring staff to answer the same questions isn’t efficient. We needed an AI solution to deliver higher-quality responses and let our team focus on higher-impact problems.””

““With Decagon’s AI agents, we’ve shortened our time-to-resolution rate, raised and maintained a high CSAT and deflection rate, and are proactively engaging our most valuable readers and publishers. Decagon has significantly enhanced our approach to support by automating routine tasks, allowing our support agents to dedicate more time to initiatives for writers and creators that benefit from a personal touch. As a result, we’re able to deliver an even higher level of service to publishers and their subscribers.””

“We’re now able to show up for people the way they deserve. Routine questions get handled quickly, which frees us up to spend meaningful, human time on the more complex situations.”

“I have yet to show the voice of customer tool to anyone and not have their jaws drop. It’s giving us a completely new level of visibility into what customers are actually saying.”

“We were able to assuage our fears around any sort of compliance issues during the sales process and actually see proven capability right then and there.”

“Decagon understood what we were doing and serviced us that way. It wasn't 'here's the solution to everything.' It felt like they were focused on what Decagon was going to do for us specifically, so we could focus on everything else. We didn't feel like we were being sold to.”

“We have VPs going directly into Duet themselves to pressure-test their ideas - asking whether a proposed solution is actually going to move the line. We've never had that kind of insight before.”

“Needless to say, we’re seeing a huge impact from Decagon in being able to scale to an ever-growing Rippling customer base. All thanks to Decagon’s generative AI approach and their extremely collaborative team. I’m excited to continue working with the team to keep raising the bar for our customers!”

“The Decagon team’s commitment, responsiveness, and on-the-ground engineering support were crucial to the successful rollout of our AI agents. Their ability to quickly deploy solutions, build custom workflows, and integrate seamlessly with our systems has played a significant role in our mutual success. Working with them to elevate our customer support has been a truly positive experience.”

““Decagon has been incredibly impactful for us. Through our recent acquisition, we scaled our customer base dramatically without having to add to our support team or waste time on complex preparation. Their AI agents have made our transition seamless and efficient while increasing customer satisfaction.””

“Creators are extremely weary of AI and have little patience for bots. Decagon has delivered an AI solution that has exceeded our expectations and those of our content creators, particularly by being very human-like and conversational. We are now fully resolving over 70% of incoming tickets, and Decagon's solution is effectively a high-functioning agent that gives personalized responses instantly and is always online. We're excited to continue working with them as we scale our business.”

““The Decagon team has been exceptional in helping us build a customer support function that can scale with our business. Their AI solutions handle over 90% of our inquiries, including time-sensitive and complex issues with precision and efficiency. They’ve been responsive and flexible in working with us to tailor their solution to Flashfood, to deliver what our platform needs and what our shoppers deserve. Thanks to this partnership, we’ve been able to focus on the strategic priorities of scaling a business while continuing to deliver outstanding support and service to our loyal shoppers.””

““Working with the Decagon team is a fantastic partnership. They are always willing to listen, implement our feedback, and move at an impressive pace. Decagon has turned our customer enablement strategy upside down, allowing us to act faster than ever on behalf of our customers while eliminating the drag on engineering and product resources.””

“Decagon made it incredibly easy to work and iterate. Where improvements used to take weeks or months to deploy, we’re now making changes within hours.”

“Once Decagon helped us unlock the baseline concierge experience all of our customers deserve, we could also unlock our best CX work and add even more strategic value to the company. For example, with Watchtower, we can now leverage the gold mine of customer information to uncover important trends, issues, and ideas that inform and inspire everything from brand awareness to product development.”

“During peak holiday and Black Friday season, we can see up to 9,000 cases a day. With our agent, Ray, handling a significant portion of that volume, we had zero customer relations backlog for the first time ever.”

““The team has been very flexible in terms of helping us iterate, especially on any edge cases that we have, rather than just pointing us to documentation.””

““It was almost like Duet was pulling ideas from our head automatically, and it was just doing it instantly for us. It acted more as a teammate, or an assistant, versus just us working alone.””

“We conducted a rigorous RFP process, evaluating everything from interaction quality and user interface to the depth of integrations, product roadmap, and the caliber of engagement and partnership offered. Decagon stood out across the board - not just in these core areas, but also through their close collaboration with our technical team and their ability to meet our stringent security and compliance standards.”

“With this hugely reduced chat volume, it’s made it a lot easier on agents. The setup process was so smooth, and Decagon’s tools are so much easier to use. It’s been a game changer for our team.”

“I appreciate Decagon’s speed and level of execution in our interactions. The team is why I would recommend Decagon. Our company requires technical and emotional connection to customers and the Decagon team understood that nuance to deliver a great experience”

““What we have now is the ability to understand why our customers are reaching out. That insight simply didn’t exist before.””