Decision trees choked on vague queries. GenAI agents now use a 75-tag taxonomy to resolve or route tickets across 12 complex products.
A workforce management platform combining HR, IT, and Finance apps serves over 10,000 businesses and 400,000 individual users.
A legacy decision-tree system struggled with vague queries like "W-2 issue" and frequently misrouted tickets across 12 complex product lines....
“Rippling has a very broad surface area with distinct products that require unique treatments — we brought this problem statement to Decagon and they delivered. We are able to tailor the experience and responses to customers to not only deliver strong deflection results, but also enhance the customer experience along the way. We are very happy with our results and are looking forward to partnering further with Decagon.”
HR, payroll, and IT management platform for global workforce operations.
Generative AI platform for automated enterprise customer support and workflows.
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