Introducing Decagon Assist: Empower every representative to deliver concierge experiences

Concierge-level customer experiences depend on personalized, high-touch interactions. We've spent the last several years building AI agents that deliver those interactions end to end, freeing up customer care teams to focus on the conversations that actually require a human.

The problem is that those are exactly the conversations where human agents get the least help. When a case gets escalated, the representative is usually on their own: piecing together context from a transcript, switching between a CRM, a knowledge base, and two or three internal tools mid-call, then drafting a reply. We've offered an early version of support to the care teams who needed it most, and we're excited to share the next evolution of that work.

Decagon Assist is an AI copilot for the human representatives on your team. With it, your teams can:

• Provide faster, high-quality service with automated summaries, suggested responses, and in-tool actions.
• Extend support everywhere with one consistent AI layer across any CRM and channel.
• Measure the impact on team performance with a dedicated Decagon Assist analytics hub.

Provide faster, high-quality service

As a support representative pulls up account details and looks up policies, every extra minute of manual activity adds friction for the customer and pulls the agent's attention away from the part of the job that actually needs a human touch. Decagon Assist is designed to streamline every conversation. 

Summary provides each human representative with context from the previous conversation with the Decagon agent, so they start already caught up instead of piecing it together live or repeating steps.

Next-step actions bring the necessary next steps into one place. Where the steps behind a return or an account update used to live scattered across different parts of the tech stack, Decagon Assist consolidates those systems into a single console, recognizes when a conversation matches a known workflow, and turns the next step into a single click. When it's time to reply, Decagon Assist drafts a response grounded in your brand guidelines, so the rep is acting as an extension of your brand instead of writing from scratch.

Finally, for edge case questions, Ask AI gives reps a place to go when a question falls outside any defined workflow. They can query the organization's knowledge base directly, through an interface backed by enterprise security policies, including zero data retention.

Extend support everywhere

Most CX organizations run on multiple support systems and tools, and every new hire has to learn all of them before they're productive. Decagon Assist activates inside whatever system your team already uses, including Salesforce, Zendesk, and Front, so adopting it doesn't mean adopting a new interface on top of the ones reps have already onboarded.

That consistency carries across channels, too. On voice, where calls tend to run longest and matter most, Decagon Assist gives agents live transcription and guides next steps as the conversation happens. On chat, it adds real-time translation, so language is never the reason a case gets escalated or delayed.

Underneath all of it sits one knowledge base, shared by Decagon Assist and your Decagon agent alike, so there's no separate system to maintain and no duplicate content to keep in sync. Decagon Assist also taps into the internal-only knowledge bases your human agents already rely on. The same source of truth that powers your AI agent now powers your human team too, plus the context that's always been theirs alone.

Measure the impact on team performance

None of this is useful if you can't see whether it's working. Decagon Assist includes a dedicated analytics hub with visibility into adoption and outcomes, including CSAT reporting and latency monitoring, so CX leaders can point to exactly where handle time dropped and where quality improved.

That visibility runs at the level CX leaders actually manage at: by team, by rep, by workflow. You can see which reps are leaning on AI support and which are ignoring it, which next-step actions get used most and which never fire, and where adoption is strong in one queue and stalled in another. Because it sits on the same analytics foundation as the rest of the platform, that data lines up with what you're already tracking on the automated side, so a CX leader can see the full picture of how a case is resolved, not just the AI half of it or the human half.

Raise the bar for every customer interaction 

We built our AI agents to give every customer a concierge experience, whether they're a first-time buyer or a decades-long loyalist. That standard shouldn't drop the moment a case reaches a person. Decagon Assist puts the same context, the same knowledge, and the same brand judgment behind every human representative that already powers your automated agent, so the experience holds together end to end, not just for the cases AI can resolve on its own.

"We run support across three channels, and delivering a consistently great experience at scale requires more than training alone. Historically, the experience could vary based on the tools an agent knew best and their tenure. With Decagon Assist, every agent has the same layer of support: consistent summaries, recommended actions, and faster access to relevant knowledge and insights. It’s helped level the playing field by driving more consistency, speed, and accuracy without sacrificing quality." – Derick Chui, VP of CX Strategy & Innovation at Aura

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