What was done
Wealthsimple moved its customer-facing chatbot to Decagon in January 2025, replacing Ada (it had first built one itself on open-source software). The bot is grounded only in Wealthsimple's curated help-centre documents and standard operating procedures, which managers can adjust in natural language without code. For security it cannot read customer account data, and it hands off to a human when it doesn't know an answer or when the customer asks.
Outcome
According to Wealthsimple's head of large language models, the chatbot accurately answers 60% to 70% of customer questions without involving a human, freeing agents for phone and email and reducing wait times across channels.
Evidence: News (interview with company). Figures are as reported by the source and have not been independently audited by AgentsNorth.
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
You are a support assistant for an investing app. Answer only from the help-centre articles and procedures provided. You cannot see the customer's account; if the answer depends on their account details, say so and offer to connect them with an agent. If you aren't sure, or the customer asks for a person, hand off to a human right away. Keep answers short and link the relevant help article.