Decagon

What Decagon does

Decagon is a leading conversational AI platform that empowers brands to deliver concierge customer experiences. It enables enterprises to deploy AI agents that provide personalized, deeply satisfying interactions across various channels including voice, chat, email, and SMS. The platform focuses on redefining customer experiences from traditional support tickets to faster resolutions, richer conversations, and deeper relationships. Decagon's technology allows for rapid iteration and continuous improvement of AI agents, moving beyond complex configuration languages with natural-language Agent Operating Procedures (AOPs). The platform is unified across channels, ensuring consistent customer experiences.

Products

• Agent Operating Procedures (AOPs)Define agent workflows in natural language, allowing for rapid refinement of behavior and optimization of performance. Enables non-technical teams to architect and iterate on agent logic.
• DuetAn AI partner that analyzes customer conversations to identify workflow gaps, and automatically generates, tests, and refines AOPs to improve performance, compressing iteration time.
• Agent engineProprietary platform intelligence tailored to a business, built on a network of frontier and specialized models, that understands the business and becomes more intelligent with every interaction.
• Decagon VoiceFast, intelligent voice AI agents built for natural dialogue and fully customizable to a brand, offering low latency, advanced turn-taking, customizable voice profiles, seamless escalations, outbound calling, and real-world accuracy.
• Decagon ChatFlexible, personalized chat that executes complex workflows reliably and empathetically across web, mobile, and messaging platforms, with features like customizable appearance, welcome messages, quick replies, forms, interactive elements, and multi-brand support.
• Decagon EmailAlways-on, intuitive email experiences to resolve issues quickly and accurately, understanding context, handling complex threads, and offering features like email tone/style customization, contextual thread handling, seamless inbox integrations, and smart escalations.
• Duet AutopilotA feature mentioned across various industry pages, likely an advanced or automated capability of Duet for optimizing AI agents.
• Agent AssistA product integrated into Zendesk that empowers human agents with AI response suggestions, knowledge base resources, and streamlined workflows, enhancing productivity and reducing customer response times.

Key capabilities

• Agent Operating Procedures (AOPs) for natural language workflow definition
• Complete, unified platform for building, optimizing, and scaling AI agents
• Omnichannel by design (chat, voice, email, SMS)
• Proprietary agent engine with network of frontier and specialized models
• Memory to maintain customer context across sessions and channels
• Enterprise security with built-in guardrails, secure access, and data management
• Duet AI partner for rapid iteration and optimization
• Seamless integration with existing tech stack (ticketing platforms, CRMs, knowledge bases, CCaaS providers)
• Guardrails and guidelines for secure and on-brand operations
• Testing and simulations for validating AI agents
• Versioning and experiments for A/B testing workflow updates
• Transparent observability to trace AI agent decisions
• Diagnostic tools with AI-powered recommendations
• Voice of customer insights for product roadmap decisions
• Watchtower for 24/7 monitoring and QA
• Role-Based Access Control (RBAC)
• Single Sign-On (SSO) integration with identity providers (Okta, Microsoft Entra)
• Just-in-time API tokens for minimal privilege access
• Voice authentication for sensitive workflows
• Encryption at rest (AES-256) and in transit (TLS 1.2+)
• Secure key management
• Zero-day retention with LLMs (OpenAI, Anthropic)
• PII redaction using Google’s DLP service
• Bad actor detection for adversarial prompts and policy violations
• Supervisor model to detect and revise hallucinations
• Audit logs for key events
• Multi-region infrastructure, model redundancy, platform uptime SLAs, autoscaling, auto-failover, and ongoing health checks for reliability
• Advanced turn-taking for voice AI
• Customizable voice profiles
• Seamless escalations to human agents
• Outbound calling capabilities
• Real-world accuracy for voice AI across accents and background noise
• Customizable chat interface (chatbot name, colors, agent icons)
• Dynamic welcome messages
• Quick replies and forms for guided interactions
• Interactive elements (images, videos, item carousel) in chat
• Multi-brand support for distinct chat experiences
• Email tone and style customization
• Contextual thread handling for email
• Smart escalations for email with tags and ticketing integration

Use cases

• Building and iterating on AI agent logic in natural language
• Validating AI agents with simulated conversations and traceability
• A/B testing workflow updates
• Unlocking critical insights into agent performance and customer needs
• Providing instant, reliable support 24/7
• IVR replacement for faster support
• Case intake and detail verification
• Order status inquiries
• Product onboarding and troubleshooting guidance
• Payment reminders
• Collecting customer feedback and CSAT
• Personalizing product or plan recommendations
• Onboarding and activation guidance
• Subscription changes (upgrade, downgrade, pause)
• Upsell and cross-sell suggestions
• Loyalty and retention programs (surface benefits, offers)
• Troubleshooting product or technical issues via email
• Account changes via email (verify details, guide updates)
• Billing disputes via email
• Documentation or attachments review via email
• Case intake and triage via email
• Follow-up collection asynchronously via email
• Faster onboarding and troubleshooting for technology users
• Scaling support efficiently without adding overhead
• Seamless subscription management (billing, plan upgrades, account details)
• Effortless account support for retail customers
• Travel itinerary management
• Personalized booking support for travel
• Loyalty management for travel and hospitality
• Handling high-volume requests in financial services (password resets, balance inquiries, fraud alerts, dispute workflows)
• Unlocking insights from financial conversations
• Driving growth with smarter customer touchpoints in financial services (autopay enrollment, tier benefits, upgrades)
• Accelerating member enrollment in health & wellness
• Minimizing missed appointments in healthcare
• Ensuring prescription adherence
• Fully generative customer support chatbot
• Agent Assist for human agents

AI approach

Decagon builds, optimizes, and scales AI agents for conversational customer experiences across voice, chat, and email. Their platform uses a proprietary engine and a network of frontier and specialized models to understand business context and improve with interactions. They also offer Duet, an AI partner that analyzes conversations, generates, tests, and refines AOPs (Agent Operating Procedures) to improve performance. The platform emphasizes natural language for defining agent workflows and provides tools for testing, observability, and analytics.

Tech named: proprietary engine, frontier models, specialized models, Duet, Agent Operating Procedures (AOPs), LLMs, OpenAI, Anthropic, Google's DLP service

Industries served

• Software Development
• Technology
• Retail
• Travel & Hospitality
• Financial Services
• Health & Wellness

What it says sets it apart

• Natural-language Agent Operating Procedures (AOPs) for rapid iteration without complex configuration languages
• Unified platform across chat, voice, and email for consistent customer experiences
• Duet AI partner for automated workflow gap identification and AOP generation/refinement
• Proprietary agent engine that learns and becomes more intelligent with every interaction
• Comprehensive security features including RBAC, SSO, just-in-time API tokens, voice authentication, encryption, zero-day LLM retention, PII redaction, bad actor detection, and supervisor model
• Robust testing, observability, and experimentation capabilities for continuous optimization
• Focus on delivering concierge customer experiences, treating every customer like the only one
• Ability to scale support without growing headcount and turn support operations into a strategic growth driver
• Rapid deployment and measurable ROI in weeks, not months
• Strong emphasis on compliance and auditability, particularly in regulated industries like financial services and health & wellness
• Seamless integration with existing support stacks like Salesforce and Zendesk

Funding rounds we track

From the AI funding tracker — rounds as reported by the linked publications.