# How did 1-800-Flowers pilot AI agents for customer service?

> 1-800-Flowers.com piloted Decagon AI agents for customer service. Decagon reports the pilot closed with CSAT nearing 93%, double-digit points higher than previous automation.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** 1-800-Flowers.com (gifting retailer)
- **Industry:** Consumer Products & Retail — E-commerce / gifting
- **Roles:** Customer Support
- **Tools:** Decagon AI agent (Decagon)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- pilot CSAT: nearing 93% [1] (self-reported)

## How it works
1. Decagon AI agent answers inbound customer conversations.
2. Escalates to human agents when needed.

## Risks & compliance
- Incorrect answers to customers; escalation paths needed
- Vendor-published results; not independently audited

## Sources
1. Decagon, "1-800-Flowers.com and Decagon" (undated; accessed 2026-10-17) <https://decagon.ai/case-studies/1-800-flowers>
   > "The pilot closed with CSAT nearing 93% - double-digit points higher than previous automation."

Canonical: https://agentcasefile.com/cases/1-800-flowers-decagon-ai-agent/ · License: CC BY 4.0 (summary) · Source: Agent Casefile