Decagon partners with Databricks to bring enterprise context into every customer conversation

Today, we're announcing our partnership with Databricks. The Databricks Data + AI Platform provides a unified, governed foundation for enterprise data and AI, holding the full record of every customer: orders, payments, entitlements, product usage, and more. Now, your Decagon agent can act on this enterprise context, governed by the permissions your team sets.

The partnership spans your data, our infrastructure, and how you buy Decagon:

• Data flows both directions, with zero-copy OpenSharing: governed customer context into every conversation, and structured conversation data back into your Databricks Data + AI Platform
• Decagon will soon join Databricks' Built-On program, scaling our model serving deployments with Unity Gateway
• Decagon is listed as a launch partner and will be available for purchase through Databricks Marketplace

“Through this partnership, Decagon agents can access governed data from Databricks when they need it, while insights from those conversations can flow back into Databricks and become useful across the rest of the business. We’re excited to work with the Decagon team to make enterprise customer agents more context aware while keeping data governance at the center.” - Reynold Xin, Cofounder & Chief Architect at Databricks

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A holistic view of the customer’s journey 

Decagon’s user memory captures a customer’s context and preferences across conversations. The Databricks Data + AI Platform holds what they did: every order and payment, the products they actually use, and the scores your data team computed from all of it. Both describe the same person.

Joining them is critical to getting actionable customer data, and typically means building bespoke data pipelines. Your data engineers own it indefinitely, and a copy of sensitive customer data lands somewhere new. In regulated industries, that copy is what holds up approval. The security team isn't evaluating how good the agent is, but rather asking where customer data goes, who can see it, and what happens to it after.

With zero-copy OpenSharing governed by Unity Catalog, agents read that record directly from Databricks the moment they need it, no ETL required. This gives agents the enterprise context they need to make smarter decisions while keeping data governed through Unity Catalog. 

Every Decagon conversation can also be pushed back to the Databricks Data + AI Platform as  structured data: intent tags, root-cause attribution, escalation drivers, and user sentiment. These insights enrich your revenue, retention, and product tables. They also feed Duet Autopilot, so richer context produces better-validated agent updates.

Adding Databricks as a model serving provider

Inference is the engine behind every customer agent interaction. We added Databricks as a model serving provider and are joining the Built on Program for two reasons.

First, our core constellation of models is post-trained for CX, with the majority of traffic running on them. For everything else, Unity Gateway gives us day-zero access to the most popular SOTA open-source and frontier models, so we can reach the right model for a given job without standing up a separate integration for each provider. This model choice helps us avoid lock-in as the AI ecosystem evolves. 

Second, every turn in a conversation sends a request to a model, which raises questions about which provider handled it, what was in the prompt, and whether any of it was retained. Most agent platforms log that themselves, in a separate console, with retention terms they set. That's one more system for your security team to review and trust. Routing through Unity Gateway means Unity Catalog's permissions, lineage, and audit trails cover that inference activity, so your security team sees our guardrails and your governance in one place.

Simplifying procurement on Databricks Marketplace 

Decagon is excited to be a launch partner on Databricks Marketplace. Databricks recently launched a virtual storefront for customers to purchase select partner products. Existing synergies across OpenSharing and joint customer use cases make us well-suited to join this launch.

Technical fit usually gets settled long before procurement does. Going forward, you’ll be able to leverage your existing vendor relationship with Databricks to simplify billing and procurement and purchase Decagon via Databricks Marketplace. We’re excited to help customers take weeks off the agent deployment path.

Getting started

Decagon will be available through the Databricks Marketplace. If you’re already on Databricks, book a demo and we’ll show you how Decagon and Databricks bring governed enterprise context, control, and model choice to customer-facing AI agents.