Case Study: Fourthwall achieves 70% ticket deflection with Decagon AI

Fourthwall - Customer Case Study

Fourthwall, a platform that provides white-label websites and business tools for content creators, needed to scale its customer support without sacrificing the high-quality, human-like experience its skeptical user base demanded. They partnered with Decagon to implement a generative AI solution that could provide personalized, conversational support and resolve tickets autonomously, moving beyond traditional canned-response chatbots.

Decagon implemented its AI solution by ingesting Fourthwall's entire knowledge base and historical tickets to provide instant, personalized responses. The result was a deflection rate of 70%, with the AI fully resolving that majority of incoming tickets without human intervention. This not only met the high expectations of creators but also freed up Fourthwall's human agents to focus on more complex, high-value work.

Fourthwall

Eli Valentin

Chief Operating Officer