Case Study: How Flashfood transformed customer support with Decagon
Key results
The challenge
Flashfood's rapidly growing surplus-grocery marketplace required handling high ticket volumes and complex, high-stakes inquiries such as refunds and account-specific issues. The team needed to scale support without increasing costs or overburdening staff.
The solution
Flashfood implemented a fully AI-driven Decagon chat agent with API-based workflows for complex queries and advanced logic for challenging workflows, with Decagon handling 100% of the company's support tickets.
“Their AI solutions handle over 90% of our inquiries, including time-sensitive and complex issues with precision and efficiency.”
JSJordan SchenckPresident and COO, Flashfood
The results, in context
The case study reports that Decagon resolves more than 90% of inquiries without human intervention across all tickets, while handling 100% of Flashfood's support tickets. As company context, Flashfood cites 130 million pounds of food saved from landfills and more than $280 million in shopper savings.