# How Perplexity uses Decagon

**78%** deflection rate over the last 30 days

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

- Company: [Perplexity](https://www.usedby.ai/companies/perplexity.md)
- Tool: [Decagon](https://www.usedby.ai/tools/decagon.md)
- Industry: [Artificial Intelligence](https://www.usedby.ai/companies/industry/artificial-intelligence.md)

## The use case: how Perplexity deploys Decagon

Perplexity's support team uses Decagon's AI agent, Sage, across chat and email to handle well-defined, policy-driven support questions. Support operators write and refine the agent's procedures in natural language, which frees human staff for escalations and sensitive cases.

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

> Perplexity is seeing strong deflection as its support operation scales. Over the last 30 days, the team has achieved a 78% deflection rate while supporting 70+ user intents.

- **70+**: “supporting 70+ user intents”

> It was almost like Duet was pulling ideas from our head automatically, and it was just doing it instantly for us. It acted more as a teammate, or an assistant, versus just us working alone.
>
> Jennifer Palk-Cogley, Head of CX and User Operations

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

## Other AI tools used by Perplexity

- [Claude](https://www.usedby.ai/tools/claude.md) — Confirmed
- [Ramp](https://www.usedby.ai/tools/ramp.md) — Confirmed
- [Serval](https://www.usedby.ai/tools/serval.md) — Confirmed
- [Vespa](https://www.usedby.ai/tools/vespa.md) — Confirmed
- [Clay](https://www.usedby.ai/tools/clay.md) — Observed
- [CoreWeave](https://www.usedby.ai/tools/coreweave.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
- [Duolingo](https://www.usedby.ai/companies/duolingo.md) — Confirmed
- [Faire](https://www.usedby.ai/companies/faire.md) — Confirmed

## What usedby checked

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

- Checked: the figure 78% 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 Perplexity.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Perplexity 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/perplexity-decagon · How we check: https://www.usedby.ai/methodology