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Customer Success Story: Curology + Decagon

Achieving the right balance between overstaffing and understaffing was a Since implementing Decagon, Curology has significantly reduced customer support operation costs by 65%. ‍ Additionally, Decagon also helped Curology support their sister brand, Agency, by accommodating different rules and workflows under one unified system. The Result Since implementing Decagon, Curology has significantly reduced customer support operation costs by 65%. ‍ Additionally, Decagon also helped Curology support their sister brand, Agency, by accommodating different rules and workflows under one unified system.

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 189 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/curology. Our summary is a paraphrase; details are in the source.

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