# How is Notion using AI agents for customer support?

> Notion uses Decagon AI agents across about one million customer inquiries a year. Decagon reports ticket resolution time improved up to 34% and an average ask-for-human rate of 3.4%.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Notion (productivity software company)
- **Industry:** Software, Internet & Media — SaaS
- **Roles:** Customer Support
- **Tools:** Decagon AI agent (Decagon)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- ticket resolution time: improved up to 34% [1] (self-reported)
- ask-for-human rate: 3.4% average [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, "Notion and Decagon" (undated; accessed 2026-10-17) <https://decagon.ai/case-studies/notion>
   > "The first major impact of implementing Decagon was ticket resolution time improved up to 34%."

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