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 H&M Uses AI Agents to Optimize Customer Engagement and Drive Sales Performance

Retail & E-commerce

How Quantzig Built an AI-Powered Decision Dashboard to Streamline Insights and Improve Executive Decision-Making for a Leading Pharma Giant

Healthcare & Medical

How BMW and Accenture Use Generative AI to Accelerate Decision-Making and Optimize Operations

Finance & Banking

How Ford Uses Machine Learning to Optimize Campaign Targeting and Double Conversions

Manufacturing

How Slaughter and May Uses Luminance AI to Accelerate Due Diligence and M&A Transactions

Legal

How Bella Santé Uses Tidio’s Lyro AI Agent to Automate Support and Boost Sales and Leads

Healthcare & Medical