Customer Success Story: Curology + Decagon

Curology is an innovative skincare brand offering personalized, prescription treatments for acne, anti-aging, rosacea, hair loss and other skin concerns. With having treated nearly 6 million patients across the U.S., Curology stands as a leader in direct-to-consumer (D2C) skincare.

At its core, Curology’s model is powered by licensed dermatology providers who create custom prescriptions for their patients. As a telehealth company, Curology needed a solution that would not only scale with their growing customer base, but also meet regulated patient care data guidelines. Additionally, they required an AI agent capable of managing medical-related queries with precision, ensuring that only appropriate questions were handled by the AI.

Before adopting Decagon, Curology’s support system relied heavily on manual processes across various channels including email, SMS, forms, and chat. Although they utilized a chat feature, it was underperforming—handling only 5% of total support tickets—and human agents were needed to manage every inquiry across all platforms.

Canned responses offered some relief, but every interaction still demanded human intervention. This approach strained the team, especially in chat, which required constant staffing to meet the demand for quick, real-time responses. Achieving the right balance between overstaffing and understaffing was a challenge. Curology realized that relying solely on human agents was unsustainable if they wanted to meet the growing demand and maintain service quality.

As Curology continued to expand, it became clear that the company needed a more efficient way to handle inquiries without increasing headcount. AI became a top priority, and Curology began evaluating solutions that could streamline operations, particularly in shifting traffic from email to chat and SMS.

Decagon quickly emerged as the ideal partner, offering a highly customizable AI solution that could adapt to Curology’s specific needs.


By implementing Decagon, Curology was able to centralize all customer support channels into a single AI agent led system. Chat, which previously handled just 5% of inquiries, now fields 80% of ticket volume. That's where the AI comes in.

With Decagon, customers can now easily:

1. Update account information (e.g., address changes)
2. Automate order replacements
3. Cancel, postpone, or stop shipments
4. Request refunds
5. Check the status of their shipments

This seamless experience across chat, SMS, and email has significantly boosted first response time while steadily improving deflection rates.

Since implementing Decagon, Curology has significantly reduced customer support operation costs by 65%.

Additionally, Decagon also helped Curology support their sister brand, Agency, by accommodating different rules and workflows under one unified system. Decagon’s flexibility allowed Curology to create a separate help center, establish unique escalation protocols, and manage distinct playbooks for both brands with speed and ease. This demonstrates how easy it is to customize and spin up Decagon to meet the needs of new lines of business, making it an ideal solution for companies with evolving or diverse service offerings.

Curology’s partnership with Decagon showcases Decagon’s ability to lead the way in transforming customer support, not just for a leading consumer brand, but also for a telehealth company with complex, highly regulated needs.

Decagon’s white-glove service combined with highly technical expertise has redefined what’s possible in customer service—delivering personalized, compliant solutions at scale while improving operational efficiency. As Curology continues to grow, Decagon remains an essential partner in driving innovation and setting new standards for AI-driven customer support in the telehealth and consumer sectors alike.