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 Axios HQ Uses AI to Deliver Clear, Concise, and Consistent Internal Communications that Boost Employee Engagement

Healthcare & Medical

How Knock Uses AI to Streamline Home Trade-In Process and Improve Match Rates

Real Estate

How Cvent Enhances Conference Networking and Planning with AI Matchmaking and Virtual Assistance

Hospitality & Tourism

How Slack AI Pilot Increased Message Response Efficiency and Reduced Information Overload

Technology & SaaS

How Vodafone Uses TOBi AI Chatbot to Revolutionize Customer Service and Reduce Response Times

Professional Services & Consulting

How CodePal Uses AI to Provide Real-Time Code Optimization and Automated Refactoring

Technology & SaaS