# How Fourthwall uses Decagon

**70%** ticket deflection rate

As published on [decagon.ai](https://decagon.ai/case-studies/fourthwall), July 2026. Captured by usedby on 2026-10-07.

- Company: [Fourthwall](https://www.usedby.ai/companies/fourthwall.md)
- Tool: [Decagon](https://www.usedby.ai/tools/decagon.md)
- Industry: [E-commerce & D2C](https://www.usedby.ai/companies/industry/e-commerce-d2c.md)
- Teams: Customer Support

## The use case: how Fourthwall deploys Decagon

Fourthwall, an all-in-one platform for content creators, uses Decagon's generative AI chat to answer incoming support tickets from creators. The AI drafts personalized responses, resolves tickets autonomously, and escalates to human agents when it cannot.

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

> Ultimately, Decagon delivered a solution that yielded CSAT and resolution rates that far exceeded expectations, resolving over 70% of tickets without a need for human eyes at all.

> Creators are extremely weary of AI and have little patience for bots. Decagon has delivered an AI solution that has exceeded our expectations and those of our content creators, particularly by being very human-like and conversational. We are now fully resolving over 70% of incoming tickets, and Decagon's solution is effectively a high-functioning agent that gives personalized responses instantly and is always online. We're excited to continue working with them as we scale our business.
>
> Eli Valentin, COO at Fourthwall

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

## Decagon users in E-commerce & D2C

- [1-800-Flowers](https://www.usedby.ai/companies/1-800-flowers.md) — Confirmed
- [Fanatics](https://www.usedby.ai/companies/fanatics.md) — Observed
- [Gopuff](https://www.usedby.ai/companies/gopuff.md) — Observed
- [Quince](https://www.usedby.ai/companies/quince.md) — Observed

## What usedby checked

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

- Checked: the figure 70% 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 Fourthwall.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Fourthwall uses Decagon. Confirmed line. Latest check across sources: 2026-10-24.
- Not checked: the result itself. We quote it; we did not measure it.

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