Case Study: How Hunter Douglas Group turns AI conversations into revenue with Decagon
Key results
The challenge
Hunter Douglas Group's ecommerce customers bought online but still called or emailed for help, with rigid IVR trees slowing resolution and raising costs. Automation had to work across 11 countries and multiple brands while still feeling local and on-brand in each market.
The solution
Hunter Douglas rolled out localized Decagon AI agents across chat, email, and voice, starting in the UK and scaling from 10% to 100% of traffic within a single week, integrated with Zendesk, NICE CXone, and Shopify, with local teams running daily QA.
“The Decagon team consistently finds ways to make things work. They really understand what we're asking for, get creative in how we solve problems, and keep pace with how quickly we want to stand things up.”
CVCharmaine Vallance-PooleGlobal Customer Experience Director, Hunter Douglas Group
The results, in context
The case study reports more than $1 million in revenue from conversations fully handled by AI without human escalation, with an average order value 85% higher for customers who engaged an agent. Across markets, Decagon agents deflect 40% of inbound volume on average while CSAT remained strong.