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Decagon

Conversational AI for Customer Experience | AI Agents for Concierge Support

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Overview

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Decagon is a leading AI customer support management solution for enterprises, founded in San Francisco, California, in 2023 by Ashwin Sreenivas and Jesse Zhang. Decagon provides a generative AI platform leveraging advanced large language models (GPT-3.5, 4, 4o, 4 Turbo, o1-mini) to automate customer interactions, resolve routine queries, and improve support operations. With a vision to offer every user a personal concierge, Decagon enables instant, intelligent responses with full data access, empowering companies to scale support efficiently while improving speed and quality. The company has raised $100M across three rounds, including a $65M Series B in October 2024, and generated $5.2M revenue in 2025.

How It Works

  • Agent Operating Procedures (AOPs): Build and iterate on AI logic using natural language instructions, compiled into code for dynamic, real-world handling. Technical teams enforce guardrails and integrate with internal systems.
  • Seamless Integration: Effortlessly connects with knowledge bases, data sources, support tools, and workflows without old-style decision trees or canned responses.
  • Rapid Deployment: Achieve measurable ROI in weeks by eliminating long dev cycles and professional services requirements.
  • Traceable Observability: Full visibility into agent logic within every conversation for transparency.
  • Fast Iteration: Continuously improve agent behaviour with robust testing, versioning, insights, and alerting.
  • AI-Powered Insights: Identify key themes and anomalies, unlocking valuable conversational insights.
  • Unified Knowledge Graph: Transforms every customer interaction into total context, powering continual improvement.
  • Enterprise-Grade Guardrails: Secure operations—like identity verification and refunds—with strict controls and validation.
  • Turnkey Scalability: Deploy hundreds of AOPs at scale with rapid, resilient workflows that move beyond rigid scripts.

Use Cases

Automate Customer Support at Scale
Reduce manual workload and resolve common customer queries automatically, freeing human agents for high-value tasks.
Omnichannel, 24/7 Concierge AI
Deliver consistent, human-like support across chat, email, voice, and SMS, enabling seamless global customer experiences around-the-clock.
Transform CX with Generative AI
Tailor personalized, nuanced responses using internal data and product context, while integrating effortlessly with existing workflows.

Features & Benefits

  • Agent Operating Procedures (AOPs): Use natural language instructions compiled into code
  • Fast Iteration: Testing, versioning, continuous behavioural improvements
  • Unified Knowledge Graph: Transforms every interaction into holistic customer context
  • Seamless Integration: Effortless connection to existing systems, data sources, and tools
  • Omnichannel AI Support: Resolves issues across chat, email, voice, SMS, and API
  • Traceable Observability: Full visibility into decision logic for transparency
  • Enterprise-Grade Guardrails: Secure handling of critical operations (e.g. identity verification)
  • Turnkey Scalability: Deploy and manage hundreds of AOPs efficiently
  • AI-Powered Insights: Find themes, detect anomalies, and unlock actionable intelligence

Target Audience

  • Enterprises: Large organizations focusing on scalable, high-performance AI customer support
  • CX Leaders: VPs, Directors, and Senior Managers in Customer Support and Operations
  • Technical Teams: IT/engineering teams needing control over guardrails and internal integrations
  • High-Volume Businesses: Companies with rapidly growing or high interaction volume
  • 24/7 Support Needs: Businesses serving global customers requiring instant, round-the-clock responses
  • Industry Focus: Retail, Technology, Travel & Hospitality
  • Complex Product/Data Companies: Those needing nuanced, personalized customer responses
  • ROI-Driven Organizations: Companies seeking measurable improvements in deflection, resolution, cost reduction, and CSAT

Pricing

  • Pricing information is not available in the provided text.

FAQs

When was Decagon founded?

Decagon was founded in 2023.

How much funding has Decagon raised?

Decagon has raised a total of $100M in funding over three rounds.

Where is Decagon headquartered?

Decagon is headquartered in San Francisco, California, United States.

What are Agent Operating Procedures (AOPs)?

Agent Operating Procedures (AOPs) are Decagon's system for building AI agents with natural language instructions compiled into code to dynamically handle customer support.

What channels does Decagon's AI support?

Decagon supports omnichannel interaction: chat, email, voice, SMS, and custom surfaces via API.

How does Decagon ensure data security and control?

Decagon applies enterprise-grade guardrails with strict controls and validation for critical operations such as identity verification and refunds.

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