# How is SimplePractice using AI agents for clinician-customer support?

> SimplePractice, practice-management software used by therapists and other clinicians, uses Decagon AI agents for support. Decagon reports 85% deflection within one month, beating a 66% end-of-year target.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** SimplePractice (practice management software company (behavioral health))
- **Industry:** Software, Internet & Media — Health practice-management 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
- deflection: 85% within one month (target 66%) [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, "SimplePractice and Decagon" (undated; accessed 2026-10-17) <https://decagon.ai/case-studies/simplepractice>
   > "Within one month of going live, SimplePractice exceeded its end-of-year deflection target of 66%, reaching 85%."

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