# How Duolingo uses Decagon

**80%** chat deflection rate

As published on [decagon.ai](https://decagon.ai/case-studies/duolingo), September 2026. Captured by usedby on 2026-10-01.

- Company: [Duolingo](https://www.usedby.ai/companies/duolingo.md)
- Tool: [Decagon](https://www.usedby.ai/tools/decagon.md)
- Industry: [EdTech & E-learning](https://www.usedby.ai/companies/industry/edtech-e-learning.md)

## The use case: how Duolingo deploys Decagon

Duolingo's English Test team uses Decagon's AI chat to automatically handle and resolve test-taker support inquiries. It replaced a prior AI vendor that was hard to maintain and never supported live chat.

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

> 80% Chat Deflection: Out the gates, Decagon was able to handle and fully resolve a majority of chat inquiries, dramatically reducing ticket volume.

> With this hugely reduced chat volume, it’s made it a lot easier on agents. The setup process was so smooth, and Decagon’s tools are so much easier to use. It’s been a game changer for our team.
>
> Ian Riggins, Senior Operations Manager

Source: [decagon.ai](https://decagon.ai/case-studies/duolingo), captured 2026-10-07.

> With the previous vendor, at least half my week was dedicated to maintaining their system. With Decagon, it’s been a night-and-day difference.
>
> Ian Riggins, Senior Operations Manager

Source: [decagon.ai](https://decagon.ai/case-studies), captured 2026-10-01.

## Other AI tools used by Duolingo

- [GitHub Copilot](https://www.usedby.ai/tools/github-copilot.md) — Confirmed
- [Glean](https://www.usedby.ai/tools/glean.md) — Confirmed
- [Textio](https://www.usedby.ai/tools/textio.md) — Confirmed
- [Vanta](https://www.usedby.ai/tools/vanta.md) — Confirmed
- [Arize AI](https://www.usedby.ai/tools/arize-ai.md) — Observed
- [BrightHire](https://www.usedby.ai/tools/brighthire.md) — Observed

## Other companies using Decagon

- [1-800-Flowers](https://www.usedby.ai/companies/1-800-flowers.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
- [Faire](https://www.usedby.ai/companies/faire.md) — Confirmed
- [Flashfood](https://www.usedby.ai/companies/flashfood.md) — Confirmed

## What usedby checked

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

- Checked: the figure 80% 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 Duolingo.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Duolingo uses Decagon. Confirmed line. Latest check across sources: 2026-10-15.
- Not checked: the result itself. We quote it; we did not measure it.

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