The use case: how Madison Reed deploys Decagon
Madison Reed migrated its Madi chat assistant to Decagon so its in-house customer care team, the Color Crew, can build, test and update the AI agent's logic themselves. Madi handles web chat conversations for guests, including appointment booking, order and subscription issues, and color recommendations.
More reported results
Figures published in Decagon’s case study. They are not independently measured by usedby.
maintaining a 95% resolution rate
saving 25% more cancellation attempts
went live in production two weeks later
The Color Crew built seven new AOPs in just six weeks
In the customer’s words
We used to have to wait to make adjustments and investigate bugs. Now we can diagnose and update Madi in a few hours allowing us to continually tweak and improve the guest experience in real time.Decagon users in Beauty & Cosmetics
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Based on Decagon’s published case study. We check the public evidence; the results are reported by the vendor.
decagon.ai- Source published
- Oct 28, 2026
- Last checked
- Oct 30, 2026
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- The figure: 4xChecked
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- The passage quoted aboveChecked
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- Madison Reed uses DecagonChecked
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Madi has become a meaningful driver of revenue, lifting appointment conversion rates 4x and saving 25% more cancellation attempts. Customers who complete the Color Quiz through Madi are purchasing their recommended shades within a week