Decagon is a conversational AI platform for enterprise customer experience. It helps organizations build, optimize, and scale AI agents that handle customer interactions across voice, chat, email, SMS, and other channels from a unified intelligence layer. Rather than relying on rigid scripted bots, Decagon enables teams to define agent behavior in natural language and refine it as products, policies, and customer needs evolve.
The company structures its platform around the full AI agent lifecycle: building workflows, validating behavior, monitoring quality, and turning conversation data into operational and product insight. Decagon is designed for enterprises that want to automate support, maintain consistency across channels, introduce more proactive engagement, and deliver more personalized, always-on concierge-style customer experiences.
Offerings, Capabilities, and Integrations
Decagon combines omnichannel conversation handling, natural-language workflow orchestration, enterprise guardrails, and shared context so teams can build once and deploy across multiple customer touchpoints. Its platform supports both reactive service and proactive engagement, with capabilities for personalization, human handoff, observability, experimentation, and continuous optimization.
Integration is central to the offering. Decagon connects with existing CRMs, helpdesks, knowledge bases, call-center tools, telephony infrastructure, APIs, and MCP-compatible systems so agents can retrieve data, trigger actions, route conversations, and escalate when needed. It gives customer experience, product, and engineering teams a common operating layer for testing, QA, analytics, and knowledge improvement.
Products and Services
- Agent Operating Procedures (AOPs): Natural-language workflows backed by code that define how Decagon agents reason, respond, and take action across customer experience use cases.
- Voice: Voice AI for inbound and outbound customer conversations with low-latency dialogue, customizable voice profiles, omnichannel memory, and human escalation paths.
- Chat: AI chat agents for customer support that deliver personalized, on-brand responses and execute complex workflows reliably across frontline interactions.
- Email: Always-on email automation for customer service, designed to provide fast, accurate, and empathetic resolutions while supporting routing and performance tracking.
- Integrations: Prebuilt connectors, APIs, MCP connectivity, and telephony integrations that link Decagon to CRM, helpdesk, knowledge base, CPaaS, and custom systems.
- Experiments: Live experimentation and A/B testing tools that help teams measure the impact of agent changes on CSAT, deflection, and other CX metrics.
- Testing & QA: Integrated testing tools for unit tests, integration checks, simulations, tracing, and alerting to validate agent behavior before and after release.
- Insights & Reporting: Analytics and reporting tools that track agent performance, Voice of the Customer trends, and diagnostic opportunities across conversations.
- Watchtower: Always-on QA that reviews conversations against customizable criteria to surface compliance risks, quality issues, and business opportunities at scale.
- Suggestions: Knowledge improvement tooling that identifies content gaps and drafts new help content based on proven human resolutions.
- Proactive Agents: A recently launched capability set that brings together user memory and proactive outreach so Decagon agents can remember customers and act at the right moment.
- Agent Workbench: A recently launched AI chat assistant for troubleshooting and optimizing agent workflows through root-cause diagnosis, behavior explanations, and recommended fixes.
- Decagon Duet: A recently launched AI partner for building self-improving agents by analyzing transcripts, generating workflow logic, and taking optimization actions across the platform.
Target Customers
Decagon targets large and fast-growing enterprises that manage high volumes of customer interactions and need consistent service across voice, chat, email, SMS, and related channels. Its website highlights relevance for retail, travel and hospitality, technology, financial services, health and wellness, media, and telecommunications organizations.
Within those accounts, Decagon is aimed at customer experience, support operations, contact center, and digital service teams that want to move faster without relying on engineering for every workflow change. It also serves product and technical teams that need integrations, guardrails, observability, and measurable control as AI agents expand into more complex customer journeys.
Cloud Integrations and Marketplace
- Google Cloud Marketplace: Decagon is available through Google Cloud Marketplace for enterprise procurement and deployment. Decagon also describes its platform as built natively on Google Cloud, with integrations including Cloud Run, Cloud Tasks, and Gemini models.
Key People
- Jesse Zhang: Co-founder & CEO
- Ashwin Sreenivas: Co-founder & President
- Karim T.: Chief Revenue Officer
- Chloe Mark: SVP of Operations and People
- Dennis Cui: VP of Engineering
- Alan Yiu: VP of Product
- Paloma Ochi: VP of Marketing
- Perry Ha: VP of Agent Product
- Bihan Jiang: Director of Product
- Hao Liu: Director of Engineering
Key Facts
- Headquarters: San Francisco, California, United States
- Employees: 300+ employees
- Annual Revenue: $35M-$44M
- Parent Company: None
- Subsidiaries: None
- Publicly Listed: Not publicly listed
