# How 1-800-Flowers uses Decagon

**93%** CSAT at the close of the pilot

As published on [decagon.ai](https://decagon.ai/case-studies/1-800-flowers), September 2026. Captured by usedby on 2026-10-07.

- Company: [1-800-Flowers](https://www.usedby.ai/companies/1-800-flowers.md)
- Tool: [Decagon](https://www.usedby.ai/tools/decagon.md)
- Teams: customer care, brand, marketing

## What the story says

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.

> 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

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the figure 93% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of 1-800-Flowers.
- Checked: each number in our summary is printed on the page.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: 1-800-Flowers uses Decagon. Confirmed line. Latest check across sources: 2026-10-07.
- Not checked: the result itself. We quote it; we did not measure it.

---
Source: https://www.usedby.ai/case-studies/1-800-flowers-com-decagon · How we check: https://www.usedby.ai/methodology