How Dutchie Elevated Their Customer Support with AI-Powered Efficiency

Dutchie is a leading technology platform that supports cannabis dispensaries with online ordering, POS solutions, and compliance tools. As a fast-growing company, Dutchie prioritizes delivering a seamless and efficient customer experience while optimizing internal operations.

Dutchie’s Customer Support Operations team faced two primary challenges:

1. Improving customer experience at scale: Dutchie needed a solution that could keep pace with its rapid growth and expanding product lines, while ensuring high-quality support interactions.
2. Reducing operational strain: Their previous AI support partner failed to meet expectations, requiring extensive manual oversight and leading to inefficiencies.

Dutchie partnered with Decagon to transform customer support with an AI solution tailored to its unique needs. Decagon’s flexible, natural language approach empowers Dutchie to shape its own operational framework rather than adapt to rigid systems. By optimizing triage, reducing maintenance overhead, and delivering clear, actionable reporting, Decagon’s AI Agents have enhanced efficiency, improved visibility, and streamlined support operations.

Beyond automation, Decagon’s Agent Assist has further improved Dutchie agent performance by reducing handle times, providing real-time guidance, and instantly surfacing relevant information. This allows Dutchie’s support team to resolve issues faster and dedicate more focus to complex inquiries, improving overall resource utilization.

Additionally, Decagon’s models eliminate the need for constant fine-tuning, significantly reducing maintenance efforts. With robust reporting capabilities, Dutchie can easily validate data, track performance, and make informed decisions. In all, Decagon’s AI agents have given the team greater visibility, control, and confidence in managing customer interactions at scale.

Decagon’s partnership with Dutchie has fundamentally reshaped its support operations, driving efficiency, scalability, and cross-team collaboration. Some key results:

1. Increased deflection rate: Dutchie has increased its deflection rate to 65%, significantly reducing agent workload and improving response times. This surpassed initial expectations, allowing agents to focus on higher-value interactions while ensuring customers receive instant, accurate resolutions through AI.
2. Reduced cost per ticket: By automating routine inquiries and streamlining workflows, Dutchie has lowered its cost per ticket by $5. This reduction in operational costs translates to greater efficiency and scalability, optimizing resources without compromising service quality.
3. Scalability and future growth: With AI agents handling a significant portion of customer inquiries, Dutchie can now shift its focus to enhancing internal systems.
4. Stronger cross-team collaboration:DecagonI has improved alignment between Dutchie’s support, compliance, and enablement teams by providing shared insights and streamlining processes. With greater visibility into customer interactions and data-driven decision-making, these teams can work together more efficiently, ensuring a unified and proactive approach to customer service.

Dutchie continues to elevate customer experience with Decagon, focusing on deeper automation, strategic growth, and seamless interactions. By expanding AI-driven support across all channels, Dutchie aims to streamline complex workflows, such as incident reporting, that previously required significant time from specialist agents. With AI managing routine tasks, the support team can redirect efforts toward high-value initiatives that drive business growth. At the same time, Dutchie remains committed to delivering a best-in-class customer experience, ensuring AI-powered interactions are natural, responsive, and seamlessly integrated into support operations.