How Rituals Cosmetics delivers international concierge customer experiences
Rituals Cosmetics — Rituals is a global cosmetics and lifestyle brand founded on the belief that small, intentional moments can transform everyday routines into meaningful experiences. They adopted Decagon to protect their brand while scaling customer experiences globally. After the first markets went live, Rituals expanded to deploy Ray across 19 countries and 15 languages two months later. At its busiest, Rituals handles up to 9,000 customer cases per day.
- Agent or tool
- Decagon
- Topic
- Business & Startups
- Reported on
- Case study (Decagon)
- Added
- 2026-11-12
Why it matters
Small teams wear many hats. Agents that pick up research, admin and operations let a founder spend more time on the work only they can do. It is one of 90 sightings filed under Business & Startups on Agent Sightings (number 25 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 take on this workflow, show its working, and wait for approval on anything that changes a system or contacts someone. The tool in the source case was Decagon.
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/rituals. Our summary is a paraphrase; details are in the source.
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