Decagon

Decagon is an AI customer service platform for building concierge agents that handle chat, voice and email using plain-language procedures.

Decagon helps large companies build, optimize and scale AI agents that handle customer conversations across the whole customer lifecycle. Instead of complex configuration languages, teams define how an agent behaves with Agent Operating Procedures written in natural language, so support leaders can change workflows quickly. Chat, voice and email share one intelligence layer, and Decagon Voice keeps memory across channels so each interaction is connected. Testing, observability and experimentation tools validate agent logic as it changes, and an analytics suite turns conversations into insight about customers. Customers include Chime, and pricing is arranged with sales.

Decagon at a glance

Best for: Support, Founder, Director
Runs on: Web
Pricing: Custom pricing; contact sales
Released: June 2024
Category: AI agent tool
Website: decagon.ai

Key features

Agent Operating Procedures in natural language
One agent across chat, voice and email
Decagon Voice with cross-channel memory
Testing and observability for agent logic
Experiments to improve performance
Conversation analytics

Use it for

Automate customer support across channels
Handle account questions by phone with an AI agent
Find patterns in why customers contact support

Companions

Tools that articles about Decagon recommend using with it, each with its job.

Salesforce — Salesforce sits behind Decagon for records and escalation.
Zendesk — Zendesk stays the system of record behind Decagon.
Intercom — Intercom works as the helpdesk behind Decagon.
Confluence — Confluence feeds Decagon's answers.
Amazon Connect — Amazon Connect for the contact-centre phone line.

Alternatives to Decagon

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Agentforce — AI agents that act on Salesforce data with built-in guardrails
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FastGPT — It uses hybrid retrieval and auto-cleansed data to prevent hallucinations.
Cresta — Unifies human and AI agents to turn customer experiences.
Owlbot — Provides automated, sourced responses using your specific business data.

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