United StatesTechnology and telecom2026 – ongoing

Tremendous

Decagon agents for reward-recipient support

Tremendous approached 90% support deflection with Decagon agents

WorkingVendor case studyVendor ↗

Problem

Growing support demand strained outsourced staffing. Separate chat and email automation tools left requests requiring actions to human agents.

Approach

Tremendous deployed Decagon in chat and email before adding voice. Workflows verified reward ownership before resending rewards and supported eligible cancellations. Complex requests escalated to internal staff.

Results

near 90%recipient support deflection across channels, according to DecagonVendor case study[1]

92%CSAT over the previous 12 months, versus 86% for outsourced support, according to DecagonVendor case study[1]

Takeaway

Executing authenticated actions extended automation beyond answering questions. The move away from outsourced support remained underway.

Sources

How Tremendous is achieving 90% deflection and 92% CSAT with Decagon
Decagon2026Vendor publication

Source summaries

[1]Decagon2026

Decagon described Tremendous' recipient-support deployment and authenticated action workflows. It reported deflection near 90% and 92% CSAT, alongside an ongoing transition to internal human support.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026