Case Study: Notion improves ticket resolution and customer support efficiency with Decagon

Transforming millions of customer inquiries into a cohesive digital experience

Notion, a technology company, faced the challenge of handling over one million annual customer inquiries efficiently. They wanted to move beyond a transactional support model and leverage AI to create a more seamless and intuitive customer journey. After a rigorous evaluation process, they selected Decagon's AI customer experience agent to transform their support function.

By implementing Decagon's solution, Notion achieved a 34% improvement in ticket resolution time and saw operational efficiency skyrocket. The intelligent routing reduced misdirected tickets and increased first-touch resolutions, which decreased agent workload. This allowed the team to focus on higher-value work and upskilling. Decagon helped Notion turn customer experience into a strategic advantage, driving growth and stronger customer retention.

Notion

Emma Auscher

Global Head of Customer Experience