Case Study: Curology reduces support costs and scales customer service with Decagon

Curology - Customer Case Study

Curology, a direct-to-consumer skincare and telehealth company, faced significant challenges in scaling its customer support. Its manual processes across email, SMS, and chat were inefficient, with the chat function handling only 5% of inquiries and requiring constant human intervention. This strained the team and made it unsustainable to meet growing demand, especially given the need to handle medically-related queries with precision to comply with data regulations. The company sought an AI solution to streamline operations without increasing headcount and turned to Decagon for a solution.

Decagon implemented a highly customizable AI agent that centralized all of Curology's customer support channels. This solution automated numerous tasks like updating accounts, processing refunds, and managing shipments. As a result, Curology saw chat handling increase from 5% to 80% of ticket volume. The partnership with Decagon led to a 65% reduction in customer support operation costs and provided the flexibility to also support a sister brand under the same system.

Curology

Sharon Hedlund

Sr. Director Operations Strategy & Customer Experience