What we’re hearing from Australian enterprise leaders about AI agents
Posted on July 16, 2026
Article
When Decagon opened its Sydney office, it was in response to growing demand from enterprises across Australia and the broader APAC region, where organizations are moving AI agents quickly from exploration to production.
Over the past few weeks, that momentum has become even clearer. Jesse joined a16z and our regional team in Australia for conversations with some of the country’s largest enterprises across banking, retail, energy, media, and technology. Across these conversations, we heard a consistent theme: Australian leaders are moving quickly on AI, benchmarking against the best deployments globally, and focusing on what it takes to bring agents into production with speed, governance, and measurable business impact.
What came through across the conversations is that Australian enterprises are already past the early questions about AI adoption. Leaders are focused on how AI agents can scale safely, connect to core systems, support measurable outcomes, and give business teams a way to improve agent behavior creating unnecessary dependency on engineering or SI support.
That is especially important in customer experience, where AI agents are highly visible and directly represent the brand. The contact center is the natural starting point because it brings together customer needs, operational complexity, and clear business outcomes. But the companies we spoke with are already thinking beyond deflection. They are looking at how agents can take action to resolve issues, handle complex workflows, and serve customers across more moments in the customer lifecycle.
This is also why choosing the right partner is critical. Many Australian companies have deep in-house technical expertise and will continue to build core infrastructure themselves. But customer-facing AI agents call for technology that adapts as policies, products, and customer expectations change, plus a trusted partner to help teams keep pace as AI evolves rapidly.
Decagon’s AI concierge is built for that reality. With Agent Operating Procedures, testing, analytics, and governance built into the platform, Decagon gives operators the ability to own and improve AI agents directly, while giving technical teams full visibility and control. It is a product-led approach designed for enterprises that want to move quickly without turning customer experience over to a black box.
The conversations in Sydney reinforced why Decagon is investing in Australia. Enterprise leaders are ready to make AI agents part of everyday customer operations, and we are building the local team to help Australian brands make that shift and deliver concierge customer experiences at scale.
If you are excited to help grow enterprise AI adoption in Australia, we would love to meet you.
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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.
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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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The AI concierge for every customer.