Duolingo (Duolingo English Test) . Education technology

Chat support for test takers

Production

Pilot

Production

Scaled

Killed

In just one month, Decagon was live and handling chat inquiriesFrom the source, 2026-10-17 (source shows no clear date; this is when we checked it)

What happened

The Duolingo English Test, an online English proficiency exam, used another AI vendor for email support but could not get live chat automation working after a year. Decagon's case study says Decagon was live on chat within a month and resolved about 80% of chat inquiries from the start. The test team planned to extend it to email support in early 2025. This is a vendor-published account.

Sources

How Decagon AI transformed customer support for the Duolingo English Test (Decagon)

Company: Duolingo (Duolingo English Test)
Industry: Education technology
Vendor / platform: Decagon
Type: Customer-facing agent
Status: Production
Evidence date: 2026-10-17 (source shows no clear date; this is when we checked it)
Source: https://decagon.ai/case-studies/duolingo
Notes: Vendor-published case study.
Last checked: 2026-10-17

Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.