# How Rituals uses Decagon

**19 countries**: “Rituals expanded to deploy Ray across 19 countries and 15 languages two months later.”

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

- Company: [Rituals](https://www.usedby.ai/companies/rituals.md)
- Tool: [Decagon](https://www.usedby.ai/tools/decagon.md)
- Teams: Customer Relations, Customer Experience

## What the story says

Rituals uses Decagon's chat AI agent, named Ray, to handle customer support cases across multiple countries and languages. The agent follows defined Agent Operating Procedures and is monitored through Watchtower to review conversations and surface customer insights.

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

> With Ray in place, the team experienced zero backlog during the Black Friday to December 26 period for the first time ever. Historically, this stretch required hiring 300 additional temporary agents simply to keep up with demand.

- **9,000**: “At its busiest, Rituals handles up to 9,000 customer cases per day.”
- **300**: “Historically, this stretch required hiring 300 additional temporary agents simply to keep up with demand.”

> During peak holiday and Black Friday season, we can see up to 9,000 cases a day. With our agent, Ray, handling a significant portion of that volume, we had zero customer relations backlog for the first time ever.
>
> Rommy Verschelling, Head of Customer Relations

## What usedby checked

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

- Checked: the figure 19 countries is printed word for word on the page, near the name of Rituals.
- Checked: the passage quoted above is copied word for word from the page, near the name of Rituals.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Rituals 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/rituals-decagon · How we check: https://www.usedby.ai/methodology