Hertz opens a direct line to Muse with Decagon’s Personal Agent Gateway
Posted on November 13, 2026
Article
Personal agents are already acting on behalf of their owners across the customer journey, from booking a trip to changing a reservation or sorting out a billing question. As more customers turn to these agents, businesses can benefit from greater visibility into how they’re being used.
Hertz is one of the first enterprises to give personal agents a direct line in through a new pilot. Hertz is joining Decagon’s Personal Agent Gateway, which will enable Muse to connect to Hertz’s AI-powered reservation and customer support platform using Meta’s implementation of the open Personal Agent Protocol (Poppy). The pilot will let renters change or extend their existing Hertz reservations simply by asking Muse.
For renters, that means they can hand a reservation change to their agent and get a confirmed answer back in the same conversation.
How a Muse request reaches Hertz
Say a Muse user needs to keep their car two extra days. Instead of dialing Hertz or opening hertz.com, Muse will send the request to Hertz’s personal agent channel, a dedicated agent-to-agent channel that sits alongside Hertz’s chat and voice channels.
Hertz’s Decagon agent will handle the change with the same Agent Operating Procedures (AOPs) that run reservation requests in its existing agent. When it’s done, it will send the updated booking back to Muse to confirm with the renter. Hertz gets visibility into requests coming through the channel and reuses the reservation logic it already built to serve renters elsewhere.
Built on Hertz’s policies
Muse will bring the renter’s request to Hertz and return the outcome in the same conversation. Hertz’s Decagon agent will fulfill that request using the same AOPs that govern its existing chat agent, including customer verification, rental policies, and live-agent handoffs.
That’s the value of connecting personal agents to a business’s own agent, beyond exposing individual tools through APIs or MCP. The business retains control over the full workflow: which actions happen, in what order, and under which policies.
Hertz also decides which requests are available through the channel and can expand that scope as it learns from the pilot.
“At Hertz, we’re focused on delivering a seamless experience across every part of the rental journey, and that means meeting our customers where they are. As more travelers begin using personal agents like Muse to plan and manage their trips, our collaboration with Decagon allows us to explore new ways to serve customers while delivering the consistent, reliable experience they expect from Hertz.”
- Yatin Patel, Senior Director of Product Management, Customer Experience and Mobile App at Hertz
More personal agents, more customers
Muse will be the first personal agent on Hertz’s channel. We’re working to connect more businesses and personal agents through Decagon’s Personal Agent Gateway.
The channel is built for that kind of growth. A business sets its policies once, and each new personal agent connects to the same channel and the same AOPs, whichever authorization protocol it uses, so there’s no logic to rebuild as more agents connect.
Customers will keep handing tasks like this one to their agents. A business that opens a channel for those agents now gets to set how the conversations go, and starts learning from real traffic before most of its peers have begun.
Reach out to us to enable the Personal Agent Channel for your own customers.
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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.
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