Curology account and order support agent

What was done

Curology implemented Decagon to shift more support from email into faster AI-led chat and SMS workflows while keeping separate rules for its sister brand Agency. The agent helps customers update account details, replace orders, cancel or postpone shipments, request refunds, and check shipment status. Decagon reports chat moving from 5% to 80% of ticket volume and customer support operation costs falling by 65%.

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