Case Study: SimplePractice achieves 85% deflection with Decagon AI

SimplePractice reaches 85% deflection with Decagon

SimplePractice, a leading practice management platform for mental health professionals, faced the challenge of scaling support for its high-need customer base. Their existing self-service help library was insufficient, and hiring more agents was unsustainable. They needed a compliant, cost-efficient solution that could provide immediate, contextual answers, especially for handling sensitive Protected Health Information (PHI). They partnered with vendor Decagon and its AI product, Duet.

Decagon implemented conversational AI agents trained on SimplePractice's knowledge base to handle customer interactions naturally. The solution included customized PHI redaction for compliance and provided tools for strategic decision-making. As a result, SimplePractice achieved an 85% deflection rate within one month, far exceeding its annual target. This allowed their human support team to focus on complex cases, significantly elevating the quality of care.

SimplePractice