Introducing Decagon Labs.
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The conversational AI platform for concierge customer experiences

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Notion
Eventbrite
Oura
Bilt
Classpass
Rippling
Curology
Noom
Samsara
Duolingo
Gopuff
Chime
Affirm
Hertz
Mercado Libre
Hunter Douglas
Wonder
Notion
Eventbrite
Oura
Bilt
Classpass
Rippling
Curology
Noom
Samsara
Duolingo
Gopuff
Chime
Affirm
Hertz
Mercado Libre
Hunter Douglas
Wonder

The Decagon difference

Instead of relying on the same complex configuration languages and engineering-heavy approaches as the rest of the industry, Decagon is purpose-built to rapidly build, optimize, and scale AI agents.

‍Agent Operating Procedures (AOPs) combine the flexibility of natural language with the precision of coded logic. Non-technical users can quickly build and continuously iterate on AI agent logic, while technical teams retain control over guardrails, integrations, and versioning without requiring an engineering sprint for every change.‍

A unified platform to deliver concierge customer experiences across every channel.

Transform your support organization into a strategic growth driver with Decagon.

"Rippling has a very broad surface area with distinct products that require unique treatments — we brought this problem statement to Decagon and they delivered. We are able to tailor the experience and responses to customers to not only deliver strong deflection results, but also enhance the customer experience along the way. We are very happy with our results and are looking forward to partnering further with Decagon."

Husam Najib

VP, Customer Support

32%

increase in deflection

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Though we already had a robust Voice of the Customer program and an understanding of customer inquiries we thought we could deflect, we saw 10x higher deflection at launch than we anticipated.

Sarah Vanden Broek

Director, CX Operations Strategy and AI

95%

cost reduction

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Rapidly build, optimize, and scale your AI agent.

Build

Decagon empowers both technical and non-technical teams to build quickly and collaboratively, without slow implementation cycles, heavy engineering lift, or vendor lock-in.

Define custom business logic for Al agents using natural language. Non-technical users can quickly shape and iterate on agent behavior, while technical teams retain control over the core code to integrate with key tools and systems, enforce guardrails, and manage rollouts to production.
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Integrate with your ticketing platforms, CRMs, knowledge bases, CCaaS providers, and other custom systems. Move beyond simple Q&A workflows and use tools to take real action.
Ensure consistent decision logic, agent behavior, brand voice, and response quality across every channel by using the same underlying knowledge, reasoning, and workflows.
Auto-resolve complex issues 24/7 in any language over any channel— chat, email, voice, SMS, and even custom surfaces via API.

Optimize

Validate your AI agent with simulated conversations and step-by-step traceability, then version and A/B test to improve quality over time.

Evaluate updates to Al agents before deploying to production with simulated conversations and unit testing. Rigorous evaluation and versioning enables teams to move faster, optimize performance, and deploy with confidence.
Trace every decision with full visibility into how and why an Al agent responded the way it did, whether it called a model, triggered a workflow, or referenced a specific knowledge article.
Ensure critical operations like identity verification and refunds are executed securely and reliably with strict controls and validation.
Route live conversations across agent versions to A/B test workflow updates and measure impact on CSAT, deflection rate, and other key metrics at scale.

Scale

Unlock critical insights into your agent’s performance with deep, self-serve analytics to accelerate hillclimbing and improve quality over time.

All Al agent conversations have built-in analytics, so you can get instant reporting to continuously improve. Identify themes, find anomalies, and filter to the conversations you care about most.
Use natural language to dig into valuable customer insights. Decagon's Al analysis agent reads and analyzes conversations in real time, so you can unlock valuable insights across all your conversations.
Review, flag, and audit responses— before, during, or after delivery. Monitor user sentiment, alert for mentions of fraud or regulated complaints, and enforce guardrails across all conversations.
Identify gaps in your knowledge base by analyzing conversations where customers didn't get complete answers, and automatically drafts new articles based on how your best human agents resolved those issues.

The future of customer experience starts here.

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