How Tremendous is achieving 90% deflection and 92% CSAT with Decagon
Across chat, email, and voice, Decagon provides 24/7/365 support, with deflection trending near 90%, compared with a peak of approximately 65% chat deflection with its previous have enabled Tremendous to rethink its operating model: achieving nearly 90% deflection, improving CSAT to 92%, and transitioning away from outsourced support toward a fully internal team supported by AI.
- Agent or tool
- Decagon
- Topic
- Email & Inbox
- Reported on
- Case study (Decagon)
- Added
- 2026-11-12
Why it matters
Email is where a lot of admin quietly piles up. An agent that can read, sort, draft and follow up turns an inbox from a to-do list into something closer to a summary. It is one of 112 sightings filed under Email & Inbox on Agent Sightings (number 14 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 draft replies and file mail, but not send anything until I say so. The tool in the source case was Decagon.
Tip: Start with read-only access or 'draft, don't send', and check a few drafts before trusting it to send anything.
Source
Read the original first-hand account on Case study (Decagon): https://decagon.ai/case-studies/tremendous. Our summary is a paraphrase; details are in the source.
Featured in these guides
Built an AI agent? Feature your agent on Agent Sightings, free submission or a featured spot.
Browse more like this
Related sightings
- Redefining customer experience in Fintech: How NG.CASH is setting new support standards for Gen Z in Brazil
- Cancel and refund subscriptions by searching email and calling
- Track subscriptions and renewals from Gmail
- Run grocery, email and photo tasks through Comet browser
- How Substack handles actions with AI
- How Flashfood Transformed Customer Support with Decagon