Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Flashfood · Decagon AI
Vendor-reportedRetail & e-commerceIn productionNLP
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by decagon.ai (vendor self-report). Checked against the source page on 2026-09-06. 2 of 2 figures below appear on that page word for word.
The problem
Flashfood needed a customer support solution that could handle high ticket volumes, resolve inquiries efficiently, and provide exceptional user experiences while scaling without increasing costs or overburdening their team. They also faced difficulties addressing complex, high-stakes inquiries.
What was deployed
- Vendor
- Decagon AI
- Products
- Decagon AI solutions
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- API
- Scale
- handles 100% of Flashfood’s customer support tickets across North America
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
100%customer support tickets handled by AI
“Decagon now handles 100% of Flashfood’s customer support tickets”
Quoted word for word from the source
over 90%inquiries resolved without human intervention
“over 90% of inquiries are resolved without the need for human intervention.”
Quoted word for word from the source
“The Decagon team has been exceptional in helping us build a customer support function that can scale with our business. Their AI solutions handle over 90% of our inquiries, including time-sensitive and complex issues with precision and efficiency. They’ve been responsive and flexible in working with us to tailor their solution to Flashfood, to deliver what our platform needs and what our shoppers deserve. Thanks to this partnership, we’ve been able to focus on the strategic priorities of scaling a business while continuing to deliver outstanding support and service to our loyal shoppers.”
Difficulties and limits
- rapid growth of their platform presented significant challenges
- needed to meet customer expectations for fast and accurate responses while managing a rapidly growing user base
- scaling support operations without increasing costs or overburdening their team was another hurdle
- faced difficulties addressing complex, high-stakes inquiries, such as refund requests and account-specific issues, without overwhelming their support team
Sources
- decagon.ai — vendor self-report, 2026-07-28
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