E-commerce & Retail
1-800-Flowers gifting concierge agents
1-800-Flowers uses Decagon chat and voice agents as a gifting concierge across several retail brands.
Author: Decagon
What was done
1-800-Flowers evaluated Decagon through a 45-day proof of value during the Harry & David peak season, comparing containment and CSAT on live interactions. Decagon agents use context about what a customer purchased and why, with natural-language Agent Operating Procedures that customer-care and brand experts can review. The pilot reached CSAT near 93%, above prior automation, and agents now support 1-800-Flowers.com, Harry & David, and Shari's Berries with planned expansion across the portfolio.
Stack
Decagon
Decagon Chat
Decagon Voice
Agent Operating Procedures
Watchtower