The AI concierge for every customer [and their agent]

Today at Decagon Dialogues, we’re introducing Voice 3, Personal Agent Gateway, Agent Modules, and Duet Apprentice: four releases that expand how customers reach your AI concierge and what it can do for them.

Enterprises first put Decagon agents to work resolving support tickets. Those agents now qualify leads, onboard customers, collect payments, and grow relationships. Customers’ expectations are expanding too, whether they pick up the phone themselves or send a personal AI agent to get something done on their behalf.

A concierge experience starts with meeting customers however they choose to engage. Delivering on their requests takes expertise that frontier models alone can’t provide: knowing which workflows your industry requires and what your best teammates know about your business. Today’s releases expand that reach and deepen that expertise.

• Voice 3 combines a new duplex architecture with Chord, the first voice model from Decagon Labs, for more natural customer conversations.
• Personal Agent Gateway helps identify customers’ personal agents and gives them a dedicated channel to engage with your business, with clear permissions and controls.‍
• Agent Modules provide a foundation for extending your agent across journeys beyond support, tailored to your industry.‍
• Duet Apprentice lets Duet learn your business and work alongside your team like your best people do.

Voice 3

A natural phone call depends on both how an agent speaks and how it handles the conversation. Most voice agents combine general-purpose speech models with cascaded pipelines that struggle to coordinate conversation with ongoing work. Customers hear the result in stiff delivery and awkward pauses or interruptions.

Voice 3 ships with Chord, the first voice model from Decagon Labs, post-trained specifically for customer conversations. Most voice models serve a broad range of uses, from audiobook narration to video game voiceovers. Chord is built for the intonation and natural pauses of a live call. It shapes speech phrase by phrase, slowing down for details like phone numbers and confirmation codes, then returning to a conversational pace.

Voice 3 also introduces a new duplex architecture. The agent processes incoming audio even when speaking, so it talks through a customer saying “mhm” but yields on a genuine interruption. Conversation and task execution run in parallel, letting it narrate its progress and answer follow-up questions during a long-running task, rather than putting the customer on hold.

→ Read the Voice 3 announcement

Personal Agent Gateway

Customers are starting to send personal agents like Instinct, Muse, and dots to book, buy, cancel, and negotiate on their behalf. Businesses need to know when they’re talking to an agent, what the customer authorized, and how to serve it while upholding their policies.

Personal Agent Gateway brings together two capabilities: personal agent detection and a dedicated agent channel. Detection helps identify personal agents across existing channels, including those that don’t identify themselves. The dedicated channel gives them a more efficient way to engage with your Decagon agent than calling or clicking through a website. Your business sets the policies for these interactions, with customer-defined permissions governing what each agent can do on someone’s behalf.

We’re also introducing a protocol that lets personal agents discover the channel, identify themselves, and establish what the customer has authorized them to do. The specification is available today, and we’re working with personal agent providers to continue shaping it.

→ Read the Personal Agent Gateway announcement

Agent Modules

Expanding beyond traditional support into use cases like lead qualification, customer onboarding, and collections means teaching your agent a different kind of work. Each journey brings its own workflows, requirements, and measures of success. Teams are left to assemble the infrastructure for each journey, then connect them into one consistent experience.

Modules provide the foundation for these journeys across financial services, travel and hospitality, healthcare, retail, and telecom. They bring together the capabilities, analytics, and campaign orchestration each journey requires. Your team defines the business logic, with Duet helping translate your processes into agent behavior.

As modules extend your agent across more journeys, a shared management layer lets each team manage its part of the agent with separate access controls, while giving admins visibility across the whole customer relationship. Memory carries across conversations and channels, so the customer from a sales call last month is recognized when the onboarding call begins.

→ Read the Agent Modules announcement

Duet Apprentice

Many robots are shaped like people because the world they navigate was built for humans. An agent learning your business faces a similar challenge: the knowledge that turns a new hire into an expert lives in onboarding docs, team channels, and the judgment of experienced reps. Until now, teams have had to translate that knowledge into a form an agent could use.

Duet Apprentice is a set of capabilities that let Duet learn your business the way your best people do. With Apprentice, Duet studies your existing internal resources and learns from the escalated conversations your experienced reps handle. That knowledge grounds how it drafts Agent Operating Procedures (AOPs), runs Simulations, and analyzes conversations.

Duet also keeps learning and working alongside your team after launch. Through plugins for Slack and Microsoft Teams, it follows discussions as policies and plans change. Tag Duet in a thread and it can draft AOP updates; when something is ambiguous, it proactively asks for clarity in the same channel.

What Duet learns belongs to you, stays in your workspace, and isn't used to train models outside it.

→ Read the Duet Apprentice announcement

More ways to connect. More expertise to help.

Today’s releases help your AI concierge meet customers however they engage, with the industry expertise and business knowledge to help them across the customer journey.

Talk to our team to learn more about Voice 3, Personal Agent Gateway, Agent Modules, and Duet Apprentice.