SimplePractice practitioner-support Duet agent

What was done

SimplePractice deployed Decagon for support to mental health and wellness practitioners who need fast answers about appointments, insurance claims, and practice workflows. Decagon built custom PHI redaction during evaluation, then trained agents on SimplePractice's customer voice and knowledge base. The team also uses Duet to test whether new Agent Operating Procedures are worth building against actual ticket volume. Within one month, SimplePractice reached 85% deflection, above its 66% end-of-year target.

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