# How Madison Reed uses Decagon

**4x**: “lifting appointment conversion rates 4x”

As published on [decagon.ai](https://decagon.ai/case-studies/madison-reed), October 2026. Captured by usedby on 2026-10-30.

- Company: [Madison Reed](https://www.usedby.ai/companies/madison-reed.md)
- Tool: [Decagon](https://www.usedby.ai/tools/decagon.md)
- Industry: [Beauty & Cosmetics](https://www.usedby.ai/companies/industry/beauty-cosmetics.md)
- Teams: Color Crew, Customer Experience, Product, Engineering

## 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.

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

> 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

- **95%**: “maintaining a 95% resolution rate”
- **25%**: “saving 25% more cancellation attempts”
- **two weeks**: “went live in production two weeks later”
- **seven**: “The Color Crew built seven new AOPs in just six weeks”

> 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.
>
> Misako Mori, Manager of Education and Operations Support for Color Crew

Source: [decagon.ai](https://decagon.ai/case-studies/madison-reed), captured 2026-10-30.

## Decagon users in Beauty & Cosmetics

- [Rituals](https://www.usedby.ai/companies/rituals.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-30.

- Checked: the figure 4x is printed word for word on the page, near the name of Madison Reed.
- Checked: the passage quoted above is copied word for word from the page, near the name of Madison Reed.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Madison Reed uses Decagon. Confirmed line. Latest check across sources: 2026-10-30.
- Not checked: the result itself. We quote it; we did not measure it.

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