Duolingo English Test support agent

What was done

Duolingo English Test implemented Decagon after a previous AI vendor deflected email tickets but could not launch chat automation efficiently. Decagon went live in one month, handles test-taker chat inquiries, syncs FAQ updates hourly, and gives the operations team easier tools for content snippets and response QA. Decagon reports 80% chat deflection at launch and a major reduction in manual vendor-maintenance work for the DET support team.

Stack