# How DECATHLON uses Parloa

**500,000+**: “500,000+ interactions per year”

As published on [parloa.com](https://www.parloa.com/customers/decathlon/), July 2025. Captured by usedby on 2026-10-03.

- Company: [DECATHLON](https://www.usedby.ai/companies/decathlon.md)
- Tool: [Parloa](https://www.usedby.ai/tools/parloa.md)
- Industry: [Retail](https://www.usedby.ai/companies/industry/retail-offline-omnichannel.md)
- Teams: Customer Service
- Customer since (as the page says): Parloa's AI agent has been in use since April 2022

## What the story says

Decathlon uses Parloa's conversational AI platform to run service bots across phone, chat, and messenger channels. The AI agent identifies callers by order number and routes them to the right agent, so human agents can focus on more sensitive and high-priority issues.

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

> The Decathlon AI Agent serves as a digital newsbox that quickly and accurately forwards callers to agents using issue-based routing, ensuring each customer is matched with the best available agent automatically.

- **74%**: “74% of customers were identified by their order number”
- **20%**: “Decathlon eliminated 20% of repetitive tasks from agents’ plates”

> Thanks to Parloa, we’ve reduced wait times and repetitive tasks for our agents, allowing them to focus more on solving real customer problems over the phone, chat, and WhatsApp.
>
> Olivia Szpiech, Director of Customer Service, Decathlon Germany

## What usedby checked

We compared the story with its live page on 2026-10-03.

- Checked: the figure 500,000+ is printed word for word on the page, near the name of DECATHLON.
- Checked: the passage quoted above is copied word for word from the page, near the name of DECATHLON.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: DECATHLON uses Parloa. Confirmed line. Latest check across sources: 2026-10-03.
- Not checked: the result itself. We quote it; we did not measure it.

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