Case Study: Valon achieves 50%+ voice deflection with Decagon AI

From compliance to confidence Valon’s AI transformation

Valon, a mortgage servicing company, faced a challenge scaling its customer support to handle fluctuating high volumes of inbound calls while maintaining the high standards of trust and compliance required in the financial industry. They partnered with Decagon to implement AI voice agents to improve deflection rates, cost efficiency, and the overall homeowner experience without overstaffing.

Decagon designed and implemented compliant, trustworthy AI voice agents that could accurately handle sensitive financial data. The solution achieved a more than 50% call deflection rate, successfully managed a massive influx of new loans, and maintained a 90% customer satisfaction score while keeping the average answer speed under one minute. Decagon's platform enabled Valon to scale its operations efficiently without sacrificing compliance or the quality of its customer experience.

Valon

Jonathan Hsu

Co-founder