# How Rippling uses Decagon

**32%** increase in deflection

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

- Company: [Rippling](https://www.usedby.ai/companies/rippling.md)
- Tool: [Decagon](https://www.usedby.ai/tools/decagon.md)
- Industry: [HR & Recruiting](https://www.usedby.ai/companies/industry/hr-recruiting-hr-tech.md)
- Teams: Customer Support, Support Operations

## The use case: how Rippling deploys Decagon

Rippling uses Decagon's AI agents in chat and email to answer customer questions across its HR, IT, and Finance products. The agents pull in account data through internal APIs, tag and route conversations to the right specialist teams, and assist human support agents.

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

> This increased chat deflection from 38% to over 50%.

- **12+**: “12+ product lines supported”
- **400,000**: “400,000 users supported”
- **7%**: “This led to an immediate 7% improvement in customer conversation routing.”
- **75+**: “Rippling collaborated closely with Decagon's engineering team to identify 75+ tags, apply the appropriate routing, and identify scenarios where escalation was required.”

> Rippling has a very broad surface area with distinct products that require unique treatments — we brought this problem statement to Decagon and they delivered.
>
> Husam Najib, VP, Customer Support

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

## Other AI tools used by Rippling

- [Clay](https://www.usedby.ai/tools/clay.md) — Confirmed
- [Unit21](https://www.usedby.ai/tools/unit21.md) — Confirmed
- [Apollo](https://www.usedby.ai/tools/apollo.md) — Observed
- [Cursor](https://www.usedby.ai/tools/cursor.md) — Observed
- [Gong](https://www.usedby.ai/tools/gong.md) — Observed
- [Ironclad](https://www.usedby.ai/tools/ironclad.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 32% 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 Rippling.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Rippling 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/rippling-decagon · How we check: https://www.usedby.ai/methodology