What Decagon does
Decagon (decagon.ai) is a privately held conversational AI platform for enterprise customer experience (CX) teams, focused on building, deploying, and operating “AI concierge” customer-support agents across voice, chat, email, and other channels. The company’s core approach centers on Agent Operating Procedures (AOPs), which translate natural-language instructions into rigorously defined agent behavior so customer-ops and technical teams can iterate quickly while maintaining control and governance. Decagon positions its platform as a way to move from reactive support workflows toward more proactive, personalized interactions that can resolve customer inquiries and, when needed, escalate with preserved context for human agents.
On the product side, Decagon offers both (1) customer-facing agent capabilities—such as Decagon Voice and proactive agent features like user memory and outbound voice—and (2) an agent-development/operations workflow for customers, including Duet (and Duet Autopilot) for improving agents using production signals. It also expands agent execution beyond traditional API integrations via capabilities like Browser Actions, and adds a human-agent copilot experience via Decagon Assist. Decagon also emphasizes ecosystem deployment paths through integrations and marketplaces (for example, availability on Google Cloud Marketplace, and an accredited integration to layer voice AI on top of Five9 contact center environments).