Case Study: Perplexity achieves 78% support deflection with Decagon AI

Perplexity achieves 78% deflection with Decagon

Perplexity, an AI-powered search and answer engine, faced a massive 269% increase in daily support volume and needed a way to manage this growth while maintaining a high-quality, concierge-like customer experience. Their challenge was to automate well-defined support interactions without sacrificing the human judgment needed for complex cases. They turned to vendor Decagon and its AI products to implement a solution.

Using Decagon's Chat and Email products, along with features like Agent Operating Procedures (AOPs) and Duet, Perplexity empowered its support team to directly build and refine AI workflows. This solution delivered a 78% deflection rate, handling over 70 user intents automatically. Decagon enabled Perplexity to scale its support operation effectively while freeing its human agents to focus on more sensitive and complex customer issues.

Perplexity