Case Study: How the Duolingo English Test partners with Decagon
Key results
The challenge
The Duolingo English Test team supported high-stakes, time-sensitive inquiries at scale. A previous AI vendor deflected about 30% of email tickets and, after a year of effort, still could not launch chat automation, leaving agents to handle volume manually and maintain the system heavily.
The solution
Duolingo deployed Decagon for chat, going live within about one month of first conversations. Decagon's system syncs FAQ updates automatically every hour and provided intuitive content-management and QA tooling.
“With the previous vendor, at least half my week was dedicated to maintaining their system. With Decagon, it's been a night-and-day difference.”
IRIan RigginsSenior Operations Manager, Duolingo English Test
The results, in context
The case study reports an 80% chat deflection rate out of the gate, up from the prior vendor's roughly 30% email deflection. Reduced chat volume let agents focus on more complex inquiries and lowered the maintenance burden.