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How Rippling supports many user types with Decagon

These deflection numbers continue to improve thanks to the custom workflows, API integrations, and other enhancements Decagon and Rippling have built to streamline their customer support operations. Forward-Deployed Engineering Support: With direct access to Decagon's world-class engineering team, Rippling is now able to build out custom API workflows and quickly address customer issues. With over 400,000 users to support, Rippling needed a robust AI agent solution to accurately and quickly address their users’ complex questions and situations.

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 317 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/rippling. Our summary is a paraphrase; details are in the source.

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