Decagon

"Our First Year with Decagon"

What do you like best about Decagon?

There is so much to brag about regarding our partnership with Decagon. Decagon has been extremlely effective with completing actions communicated in our meetings in a timely fashion. The team is accessible anytime and know 100% what they are talking about, we absolutely know this because of the improvement in the data that I analyze. In the entry phase of integration, the team made it extremely clear and simple on what is needed. It was as simple as having your general training materials prepared. Due to Decagon's skilled and knowledgable team, we were able to collaborate and simplify our support processes through complex workflows which has resulted in quick and easy use on our frontend to our consumers. Since implementation, the use and engagement with the chatbot has increased daily by our members. We are proud to mention that thousands of customer inquiries have been resolved and deflected by over 90% for one line of business. Our customer support has evolved for the better and is still growing.

What do you dislike about Decagon?

Starting out, you may require very close monitoring to ensure the bot is effective according to the new information you feed it, It is a learning bot. This could be slightly time consuming depending on when this is rolled into your business. However, this is worth it based on the results you get overtime. You will not have to do this as it is fed more and more information. Once you get know how and why the bot is reacting in certain processes, you too also learn how to speak into it to get the best results for those quick fixes.

What problems is Decagon solving and how is that benefiting you?

Decagon has cut down a great chunk of time for our most complex workflows that are recieved at high volume. This in turn makes it possible to conquer SLA's on demand and improve the experience of our consumers.