Plaid and Decagon partner to create more helpful financial experiences for customers

Today, Decagon and Plaid are announcing a partnership. With Plaid, customers can now securely connect their bank accounts within a Decagon conversation and take action on bank connections, failed payments, and disputed charges.

Financial services is one of our fastest-growing verticals, with agents in production at Square, Affirm, Chime, Valon, and more. Many of the most common requests in financial services require customers to log into their bank accounts first. That meant sending them outside the conversation to authenticate their account, which breaks the conversation and often ends it.

Working with Plaid, your agent can now:

• Finish what the conversation started. Resolve account issues in real-time, without sending the consumer outside an agent conversation.
• Pick up financial tasks that span days or weeks. Resume a claim, application, or dispute with full context, including the steps that need bank access.
• Extend the same trust to work within user accounts. Permission, guardrails, and review stay exactly as you already run them.

“Across Plaid's AI customers, thousands of consumers are linking billions of dollars in accounts to AI platforms every single day to help navigate their finances. Our partnership with Decagon helps us enable our customers to meet the growing demand for more contextualized financial support.” – Kathleen McGuirk, Head of AI GTM at Plaid

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Finish what the conversation started

Some of the highest-volume intents in financial services workflows are the ones that require the user to authenticate and login to their account.

Now, your agent can prompt users to connect their accounts through Plaid Link once, which enables secure, permissioned access to their financial data. Within the Decagon chat interface, the agent has the potential to manage fraud resolution, process an insurance claim, and even move a loan application past verification, alongside other long-term tasks. 

Pick up work that spans days or weeks

Most financial services work unfolds over days or weeks: an insurance claim is filed today and settles three weeks out or a payment fails on the 3rd and has to be recovered before the 15th of the month. Both of these situations commonly require a handful of separate touchpoints between a business and a customer.

Your agent already carries context across sessions and channels, so it knows what has been collected and what is still outstanding. When your systems signal that the next step is ready, the agent picks it up and continues from there. Because the account connection from the first conversation persists, the agent can act on that step without starting over from authentication.

Extend the same trust to work within user accounts

An agent that can act on a customer’s account requires the highest bar for security and oversight.

That starts with permission. The customer grants access through Plaid, and the agent asks only for what the workflow needs like account details and a balance lookup. Credentials go directly to the bank, and customers can review every connection they’ve made and disconnect any of them in Plaid’s portal. 

Guardrails within the Decagon platform run before, during, and after every conversation, and Watchtower, our always-on monitoring and QA, scores 100% of conversations in real time against your team’s criteria. Because agent logic is written in natural language with Agent Operating Procedures (AOPs), compliance teams can read and approve the procedures the agent follows and trace any conversation step by step, so regulated teams can audit any decision the moment they need to. Decagon is SOC-2 Type 2, GDPR, CCPA, and PCI compliant.

Book a demo to learn more about how your agent can resolve financial issues.