Case Study: Duolingo English Test achieves 80% chat deflection with Decagon AI

How Duolingo Partners with Decagon

The Duolingo English Test, offered by the world's largest language-learning platform, faced significant challenges in scaling its customer support for a high-stakes exam. Their previous AI vendor for handling inquiries was difficult to maintain and could not successfully automate live chat, leaving agents overwhelmed with a high volume of tickets and requiring cumbersome manual updates to its knowledge base.

Decagon AI implemented its chat solution, which went live in just one month. The platform delivered an 80% deflection rate for chat inquiries and featured automated, hourly synchronization of FAQ content, eliminating manual upkeep. This transformation dramatically reduced the team's workload, allowing agents to focus on complex issues and paving the way for further automation with Decagon.

Duolingo English Test

Ian Riggins

Senior Operations Manager