How Decathlon Automated 65% of Customer Queries and Increased Online Conversions by 15% with AI Chat Assistant

By: GoBeyond Team

August 10, 2026

3 min read

AI case study for Decathlon – 65% query automation and 15% conversion increase

Quick Overview

Decathlon implemented an AI chat assistant to automate product search, ticketing, and support requests, improving response times and boosting online conversions.

Decathlon

Company Size

~90,000 employees

Revenue Range

$15B+ annual revenue

Primary Challenge

Handling high volume of customer queries efficiently

Key Metrics

- 65% of queries automated
- 15% increase in online conversions

The Problem

Manual customer service struggled to keep up with query volume, affecting conversion rates.

The Solution

Deployed AI chat assistant to automate responses and support workflows.

Results

- Automated majority of queries
- Increased online conversion rates
- Improved customer experience

Details

Industry

Retail & E-commerce

Departments

Customer Support & Service

Use Cases

Live Chat Support

Workflow Automation

Customer Feedback Analysis

More Case Studies

See All

How Demandbase Generated $3.5M Pipeline in One Quarter Using AI-Powered Predictive Analytics

Marketing & Advertising

How Vue AI Enables Retailers to Save on Photoshoot Costs and Enhance Customer Experience with Virtual Dressing Rooms

Retail & E-commerce

How Litslink Uses AI-Driven Personalized Learning and Virtual Simulations to Enhance Medical Staff Training

Healthcare & Medical

How Barracuda Networks Uses AI and NLP to Detect and Prevent Phishing Attacks

Technology & SaaS

How Wayfair Uses AI to Automate Product Catalog Enrichment and Improve Operational Efficiency

Retail & E-commerce

How PepsiCo Uses Machine Learning to Predict Consumer Trends and Drive Product Innovation

Retail & E-commerce