How SimplePractice reached 85% deflection with Decagon and Duet

SimplePractice, a practice management platform for mental health professionals, deployed Decagon's chat and email agents and used Duet to evaluate which agent procedures to build. As reported by Decagon, it passed its year-end deflection target within a month of launch.

The problem

SimplePractice serves over 250,000 practitioners who need quick, contextual help, and its self-service help library was not meeting that need. Hiring in step with growing volume was not sustainable. Because practitioners work under strict regulatory requirements, any solution also had to handle Protected Health Information correctly.

How they did it

1. Ran a detailed vendor evaluation with prepared questions and sample scenarios.
2. Had Decagon build redaction functionality tailored to SimplePractice and tested it by pushing PHI through the system.
3. Trained the agents on SimplePractice's customer voice and knowledge base.
4. Configured conversational handling that asks clarifying questions, for example on rejected insurance claims, instead of using fixed decision trees.
5. Set up soft handoffs to human agents that keep context intact.
6. Used Duet to query real ticket volume and check whether a proposed Agent Operating Procedure is worth building.

Results

• As reported by Decagon, SimplePractice exceeded its end-of-year deflection target of 66% within one month of going live, reaching 85%.
• PHI redaction happened within seconds during testing in the sales process.
• Product leaders now use Duet to pressure-test ideas against actual ticket data, moving from quarterly decision cycles toward faster experimentation.
• The agent handles conversations in Spanish, Korean and other languages and translates context for the support team.

As reported by the source (Decagon customer story); AgentGid did not measure these figures.