# How Checkatrade uses Decagon

**65%**: “Charlie handles 65% of Checkatrade's inbound calls each week.”

As published on [decagon.ai](https://decagon.ai/case-studies/checkatrade), November 2026. Captured by usedby on 2026-11-04.

- Company: [Checkatrade](https://www.usedby.ai/companies/checkatrade.md)
- Tool: [Decagon](https://www.usedby.ai/tools/decagon.md)
- Teams: Customer Operations, Frontline team, Vetting team

## The use case: how Checkatrade deploys Decagon

Checkatrade uses Decagon's voice product to run AI agents that handle inbound customer calls, verify identity, and route callers to human teams with context. It also runs outbound voice agents that help tradespeople complete onboarding steps.

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

> Checkatrade launched AI Charlie, an inbound voice agent powered by Decagon. Charlie identifies why someone is calling, uses Checkatrade's knowledge to help resolve their need, performs identity and verification checks when required, and can route customers to the appropriate frontline team

- **31%**: “Since launching on August 19, 31% of tradespeople who connect with Veronica have gone on to complete their ID check.”
- **12%**: “As the team has moved from knowledge-based answers toward more targeted, actionable Agent Operating Procedures (AOPs), Checkatrade has also increased direct resolution from 5% to 12%.”

> You shouldn't need to be an engineer to improve the customer experience. Decagon makes it easy for people to get into the platform, understand what's happening, and identify where we can make the experience better.
>
> Charles Riley, CX AI Operations Lead

Source: [decagon.ai](https://decagon.ai/case-studies/checkatrade), captured 2026-11-04.

## Other AI tools used by Checkatrade

- [XBOW](https://www.usedby.ai/tools/xbow.md) — Observed

## Other companies using Decagon

- [1-800-Flowers](https://www.usedby.ai/companies/1-800-flowers.md) — Confirmed
- [Away](https://www.usedby.ai/companies/away.md) — Confirmed
- [Chime](https://www.usedby.ai/companies/chime.md) — Confirmed
- [ClassPass](https://www.usedby.ai/companies/classpass.md) — Confirmed
- [Curology](https://www.usedby.ai/companies/curology.md) — Confirmed
- [Duolingo](https://www.usedby.ai/companies/duolingo.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-11-04.

- Checked: the figure 65% is printed word for word on the page, near the name of Checkatrade.
- Checked: the passage quoted above is copied word for word from the page, near the name of Checkatrade.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Checkatrade uses Decagon. Confirmed line. Latest check across sources: 2026-11-04.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/checkatrade-decagon · How we check: https://www.usedby.ai/methodology