Customer Service
Rippling HR-payroll support agents
Rippling uses Decagon agents to answer complex HR, payroll, IT, and finance support questions across product lines.
Author: Decagon
What was done
Rippling replaced a decision-tree support tool with Decagon to handle complex questions across HR, payroll, IT management, and finance apps. Decagon connects to internal APIs so the agent can answer user-specific questions, such as an employee's healthcare enrollment status, without a human lookup. The teams also created more than 75 tags for routing and escalation across over 12 core products. Chat self-service rose from 38% to over 50%, with a 32% increase in deflection and new AI-enabled email deflection.
Stack
Decagon
Decagon Chat
Decagon Email
Internal APIs
Agent Assist