Case Study: 1-800-Flowers.com achieves 93% CSAT in customer care with Decagon

1-800-Flowers.com reaches 93% CSAT with Decagon

1-800-Flowers.com, a major retail gifting company, faced a challenge with its existing customer care automation, which delivered low customer satisfaction scores and frequently misrouted callers. The company needed an AI solution that could provide emotionally intelligent, personalized support at scale to understand not just what customers were asking, but why. They partnered with Decagon to implement its AI chat and voice agents to address this.

Decagon implemented its AI agents, which are governed by plain-language Agent Operating Procedures for transparency. The solution delivered a 93% customer satisfaction score, which was a double-digit improvement, and higher containment rates during the evaluation. Decagon's platform provided the visibility and operational rigor needed to handle complex customer needs effectively.

1-800-Flowers.com, Inc