Case Study: Rituals eliminates peak-season backlog with Decagon AI

Rituals eliminates peak-season backlog across 19 countries with Decagon

Rituals, a global cosmetics and lifestyle brand, faced a challenge scaling its customer support while maintaining its high-quality, on-brand experience. Their previous chatbot-era tools with bolted-on AI delivered low-quality responses and eroded internal trust. This led them to search for a more robust automation solution, which they found with the vendor Decagon and its Chat product.

Decagon implemented an AI concierge named Ray, which provided consistent, on-brand support across 19 countries and 15 languages. The solution eliminated Rituals' customer relations ticket backlog during the peak Black Friday season for the first time ever, handling up to 9,000 cases a day. Decagon's tools also provided valuable customer insights, restoring internal trust in AI and allowing human agents to focus on high-touch customer interactions.

Rituals