# How Notion uses Decagon

**34%**: “ticket resolution time improved up to 34%”

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

- Company: [Notion](https://www.usedby.ai/companies/notion.md)
- Tool: [Decagon](https://www.usedby.ai/tools/decagon.md)
- Industry: [DevTools & Infrastructure](https://www.usedby.ai/companies/industry/devtools-infrastructure.md)
- Teams: Customer Experience

## What the story says

Notion uses Decagon's chat AI agent to handle its customer inquiries, routing tickets to the right expert and automating repetitive questions so human agents can focus on higher-value work.

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

> The first major impact of implementing Decagon was ticket resolution time improved up to 34%. With intelligent routing ensuring customers reached the right expert faster, misrouted tickets and unnecessary escalations became a thing of the past.

- **3.4%**: “With an average ask for human rate of 3.4%, what once required multiple steps and manual intervention is now handled seamlessly and intelligently, freeing up resources for higher-value work.”

> We conducted a rigorous RFP process, evaluating everything from interaction quality and user interface to the depth of integrations, product roadmap, and the caliber of engagement and partnership offered. Decagon stood out across the board - not just in these core areas, but also through their close collaboration with our technical team and their ability to meet our stringent security and compliance standards.
>
> Emma Auscher, Global Head of Customer Experience

## What usedby checked

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

- Checked: the figure 34% is printed word for word on the page, near the name of Notion.
- Checked: the passage quoted above is copied word for word from the page, near the name of Notion.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Notion uses Decagon. Confirmed line. Latest check across sources: 2026-10-07.
- Not checked: the result itself. We quote it; we did not measure it.

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