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Introducing Duet Autopilot: The self-improving agent for conversational AI

Customer Story: 1-800-Flowers.com

93% CSAT

Article

“You’re not just talking about engineers implementing these solutions. The non-technical vertical experts can read and reason through these policies, audit conversations, and understand why the agent did what it did. That visible reasoning is very powerful.”
— Henry Mori, Chief Product & AI Officer

About 1-800-Flowers.com

1-800-Flowers.com, Inc. is one of America’s most iconic retail companies. Their portfolio comprises beloved brands including 1-800-Flowers.com®, Harry & David® and Things Remembered. The brand provides a best-in-class destination to elevate the consumer gifting experience inspiring human connection, expression, and celebration.

The opportunity

1-800-Flowers.com saw an opportunity to deliver a “gifting concierge” experience at scale. Specifically, understanding not just what customers are asking, but why, and in real time.

To get there, the company needed a system that could combine deep contextual understanding with operational rigor, improving resolution rates while dramatically increasing customer satisfaction. Existing automation wasn’t keeping pace: homegrown solutions delivered low CSAT, and rigid IVR systems frequently misrouted customers’ queries.

The evaluation

1-800-Flowers.com structured their evaluation around two metrics: containment rate and CSAT. The evaluation ran as a live head-to-head comparison, with Decagon going up against one other finalist in a 45-day proof-of-concept. Decagon outperformed on both core metrics, delivering higher containment and stronger CSAT scores.

The result

Decagon has proved its agents can handle the complexity of the needs of 1-800-Flowers.com customers. This required a team willing to get into the details, defining tone, language, and interactions. The result was a set of Agent Operating Procedures (AOPs) built in plain natural language.

What’s next

1-800-Flowers.com is continuing to expand Decagon's role into proactive use cases, sales and marketing applications, and logistics coordination, making AI an active layer across the full customer journey.