Decagon
Decagon is an enterprise AI agent platform for customer support across voice, chat, and email, with shared memory between channels. Built for consumer brands in retail, travel, finance, health, and tech to deflect and resolve support inquiries without human agents.
Use Cases
Resolve customer support inquiries in chat without human agents
Handle voice support calls with natural-sounding conversation
Triage and reply to support emails automatically
Define agent workflows in natural language with AOPs
A/B test agent behavior in production with Experiments
Run always-on QA review on every conversation via Watchtower
Pros
Agent Operating Procedures define workflows in natural language
Watchtower QA reviews every conversation against custom criteria
Supervisor model catches hallucinations before they reach the user
Same agent runs across voice, chat, and email with shared memory
Zero-day retention enforced with OpenAI and Anthropic providers
Cons
Enterprise-only with no public pricing or self-serve option
No public ISO 27001 or PCI-DSS certifications listed
Voice channel reserved for enterprise contracts in most cases
Requires deep integration into the support stack to deliver value
AOPs reduce engineering cost but still need iteration to tune
Platforms
Web
API
Chatbot
Compliance & Certifications
SOC 2
AICPA
GDPR
European Union
HIPAA
U.S. HHS
Where most customer support AI breaks is at the workflow definition layer, and Decagon's bet is that AOPs in plain English keep deflection rates from collapsing the first time an edge case hits. Voice is gated to enterprise contracts and most things require integration work, so a small team will struggle to extract the demoed numbers.
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