Decagon named a Gartner® Cool Vendor™ in 2026 Coolest Vendor Innovations in CRM report
Posted on October 7, 2026
Article
We’re excited to share that Decagon has been named a Cool Vendor in the 2026 Coolest Vendor Innovations in CRM report by Gartner, Inc.
“We’re thrilled to be recognized as a Gartner Cool Vendor,” said Jesse Zhang, co-founder and CEO of Decagon. “Getting an AI agent into production is only the first step. What will differentiate companies is how quickly their teams can learn from production and improve performance."
That requires visibility into where customers are getting stuck, which interactions are falling short, and which changes will have the greatest impact. Decagon gives teams that evidence and the control to act on it safely.
Putting agent iteration in operators’ hands
From the beginning, Decagon has been built around operator-led AI: the belief that the people closest to the customer should be able to directly shape how an agent behaves. Agent Operating Procedures (AOPs) put that concept into practice by giving operators a way to express business policies as natural-language instructions.
Earlier this year, we introduced Duet to make building and managing agents faster and easier. Duet Autopilot takes that further by closing the iteration loop, turning production signals into validated changes staged for human review. This allows organizations to act on many small improvements that would be impractical to address manually but compound into meaningful gains over time. As Autopilot takes on more of the iteration work, CX teams can step into higher-leverage roles as AI Experience Architects— setting direction, reviewing changes, and deciding what ultimately reaches customers.
Global enterprises including American Airlines, Delta Air Lines, Deutsche Telekom, Hertz, Mercado Libre, and Oura Health use Decagon to deploy and continuously improve AI agents across complex, high-volume customer interactions.
We’re grateful to our customers for trusting us to build alongside them and to the entire Decagon team for continuing to raise the bar.
Read 2026 Coolest Vendor Innovations in CRM on Gartner.com. (Gartner subscription required.)
Gartner attribution: Gartner, 2026 Coolest Vendor Innovations in CRM, Olive Huang, Aditya Sawant, Simon Whight, Lacy Lei, Francesco Vicchi, Ilona Hansen, 14 September 2026.
Gartner disclaimer: Gartner, and COOL VENDORS are trademarks of Gartner Inc. and its affiliates. Gartner does not endorse any company, vendor, product, or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner’s business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Start improving your workflow with Decagon
With Decagon, CX teams don’t have to guess whether a change will improve CSAT or deflection. They can move quickly, measure what matters, and act on what works.
Join us
There are very few places where you can prototype with frontier LLMs, ship to production in days, and watch users engage with the systems you built—all while owning the entire stack, from intent parsing and tool usage to API integration and observability. This role at Decagon is one of those places.
From my own experience working across both agent development and broader engineering initiatives at Decagon, I’ve seen firsthand how uniquely impactful this work can be. Whether I’m building intelligent workflows for customers or designing infrastructure that supports our agent platform, it’s rare to find an environment where the work transitions from concept to production within days, actively powering user experiences and transforming how businesses operate.
If you’re looking for a role where you can:
- Build at the frontier of LLMs, automation, and user interaction
- Deploy AI agents that solve high-value business use cases across industries including retail, travel and hospitality, fintech, edtech, and more
- Work directly with customers on high-impact use cases
- Ship fast, iterate constantly, and own your work from idea to production
- Join a fast-moving, collaborative team solving real-world challenges with AI
We’d love to hear from you!
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