Case Study: Rippling boosts support deflection and routing with Decagon AI

How Rippling supports many user types with Decagon

Rippling, a company that provides a unified platform for HR, IT, and Finance, faced challenges scaling its customer support for its 400,000 users. Their previous decision-tree-based solution required heavy manual oversight and could not provide accurate, dynamic responses for their complex products. This led to poor self-service rates and inefficient ticket routing, making it difficult to support their diverse customer base. They sought a new AI solution to improve accuracy and scalability, ultimately partnering with Decagon.

Decagon implemented its AI agents for Rippling, which utilized generative AI and API integrations to deliver highly accurate and contextual responses. The solution provided conversational flexibility and advanced routing workflows, leading to a significant improvement in customer support. The results included a 32% increase in deflection and a 7% improvement in conversation routing accuracy, allowing Rippling to scale its operations effectively.

Rippling

Husam Najib

VP, Customer Support