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How 1-800-Flowers uses Decagon

93%

CSAT at the close of the pilot

As published on decagon.ai, September 2026. Captured by usedby on Oct 7, 2026.

What happened

1-800-Flowers.com uses Decagon's AI agents on chat and voice to handle customer care across its gifting brands. The agents know what a customer purchased and why, and their behavior is defined in plain-language procedures that non-technical experts can read and audit.

Summary written by usedby from the source page, in English. The figures are those of Decagon and 1-800-Flowers, not ours.

The pilot closed with CSAT nearing 93% - double-digit points higher than previous automation.

From the page. decagon.ai, captured Oct 7, 2026

You’re not just talking about engineers implementing these solutions. The non-technical vertical experts can read and reason through these policies, audit conversations, and understand why the agent did what it did. That visible reasoning is very powerful.

Henry Mori, Chief Product & AI Officer, 1-800-Flowers. Source, captured Oct 7, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 7, 2026.

  • The figure: 93%CheckedThe figure is on the page; its label is our wording.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of 1-800-Flowers.
  • The numbers in our summaryCheckedEach one is printed on the page.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • 1-800-Flowers uses DecagonCheckedConfirmed line. Latest check across sources: Oct 7, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

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