Case Study: How Notion transforms millions of customer inquiries with Decagon
Key results
The challenge
Notion handles roughly one million customer inquiries a year and wanted to elevate CX beyond a transactional function. As an AI-first company, the challenge was selecting the right agentic solution rather than building capabilities in-house.
The solution
After a rigorous RFP evaluating native generative AI, tooling and UI, depth of integrations, product roadmap, and partnership, Notion selected Decagon's chat agent with intelligent routing to reach the right expert faster.
“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.”
EAEmma AuscherGlobal Head of Customer Experience, Notion
The results, in context
The case study reports ticket resolution time improved up to 34% and a 2x increase in deflection, with an average ask-for-human rate of 3.4%. First-touch resolutions rose while agent workload decreased, freeing the team for higher-value work.