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Transforming millions of customer inquiries into a cohesive digital experience

What followed was a thorough RFP process, where they evaluated a range of agentic solutions based on the following key criteria:: A truly native generative AI solution – Notion wanted a modern solution that was purpose built to help teams create an incredible customer journey, not a retrofitted decision-tree chatbot. An effective AI agent isn’t just another chatbot, it’s a way to elevate the entire customer journey, making each of Notion’s one million customer inquiries each year more seamless, intuitive, and effective.

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 438 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/notion. Our summary is a paraphrase; details are in the source.

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