Agent Sightings Real agent use cases

How 1-800-Flowers.com® delivers customer care during life’s most meaningful moments

800 Flowers — How 1-800-Flowers.com® delivers customer care during life’s most meaningful moments. The pilot closed with CSAT nearing 93% - double-digit points higher than previous automation. ‍ The result Decagon has proved its agents can handle the complexity of the needs of 1-800-Flowers.com customers. What started as a single flower shop in Manhattan more than 50 years ago has grown into an exciting gifting destination that millions of people trust to express what matters most.

Agent or tool
Decagon
Topic
Customer Support
Reported on
Case study (Decagon)
Added
2026-11-12

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 188 by interest), and one of 20 involving Decagon.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Decagon or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Decagon.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Decagon): https://decagon.ai/case-studies/1-800-flowers. Our summary is a paraphrase; details are in the source.

Built an AI agent? Feature your agent on Agent Sightings, free submission or a featured spot.

Browse more like this

More in Customer Support · more with Decagon · all browse pages · industry guides

Related sightings

← All 2754 use cases