Rituals Ray multilingual concierge agent

What was done

Rituals Cosmetics deployed a Decagon agent named Ray after earlier chatbot-era tools failed to meet the brand's quality and tone standards. Ray answers customer questions across EMEA markets, lets the service team update behavior with natural-language operating procedures, and feeds conversation insights into product meetings. Decagon reports rollout across 19 countries and 15 languages, zero backlog during the Black Friday to December 26 peak period, and avoided reliance on roughly 300 temporary agents historically needed for the season.

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