Curology's AI chat now takes 80% of tickets and cut costs 65%
In plain words
Skincare brand Curology's old chat took 5% of tickets. With Decagon, chat became the main channel.
What happened: Chat went from 5% to 80% of all tickets, and support costs fell 65%.
Source: decagon.ai ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
Find out why customers skip your chat today (bad answers? hidden?).
- 2
Pick 1-2 actions it may take on its own (e.g. order lookup, address change) and set the limits.
- 3
Connect Decagon AI agents to your store or back office and paste the prompt below.
- 4
Test each action on 30 real cases with a human checking.
- 5
Turn it on, track automation rate and CSAT weekly, add the next action.
The instructions to give the AI
Paste this into Decagon (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
You help [brand] customers with subscriptions, shipments and billing. You can pause, skip or change a delivery. Don't give medical advice; for skin reactions, hand to the medical team. Friendly and short.
[Highlighted] = replace with your own details before you run it.
What you should get back: "I've skipped your next shipment — your new delivery date is 12 Nov. Anything else?"
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Decagon AI agents
You could use: Decagon AI agents
- Decagon
Enterprise AI support agents for chat, email and voice.
See pricing (sales-led) · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐An enterprise AI platform licence
- ☐Integration with your core systems (CRM, billing, identity)
- ☐Security, privacy and compliance review
- ☐A curated knowledge base
- ☐A testing and evaluation programme
- ☐Human escalation and monitoring
Can I do this myself?
Not on your own. These are enterprise platforms sold with implementation help. A small business can get part of the way with Intercom Fin or Tidio Lyro (3-7 days, no-code), but matching this result means hiring a builder.
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