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How Flashfood Transformed Customer Support with Decagon

Here's what Decagon delivered: 90%+ Deflection across all tickets: Decagon now handles 100% of Flashfood’s customer support tickets, and over 90% of inquiries are resolved without the need for human intervention. The Flashfood partnered with Decagon to implement a fully AI-driven customer support system capable of managing inquiries across all inquiry types. With operations spanning across North America, Flashfood has helped save 130 millions of pounds of food from landfills while saving its shoppers more than $280 million on their groceries.

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 180 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/flashfood. Our summary is a paraphrase; details are in the source.

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