Turn support data into actionable insights
Dashboards, metrics, and AI insights to understand performance and trends.
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Insights and Reporting provides a complete view of AI agent performance and Voice of the Customer trends.
It helps prioritize improvements, guide product decisions, and align teams with clear, data-backed insights. Ask AI powers deeper analysis through flexible, conversational queries.
Track performance against customer and business outcomes
CSAT, deflection, and more
Track core business metrics and dive deeper with AOP-level breakdowns and subtopic performance.
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Customizable visual heatmaps
Quickly identify spikes or dips in key metrics. Customizable granularity and sensitivity to suit your team’s needs.
Daily metrics driver
Identify clusters of issues driving negative deflection or CSAT and understand expectation gaps.
Understand customer sentiment at scale with Ask AI
Natural language questions
Ask open-ended questions like “Why are customers requesting refunds?” to instantly analyze customer conversations.
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Summaries and visualizations
Narrow results by channels, escalation flags, CSAT ratings, and more to dig into specific segments your team cares about most.
Product roadmap direction
Scan thousands of conversations to surface trends and back product decisions with real customer data.
Prioritize what matters most to customer experience
Customer journey diagrams
Visualize conversation flows and drop-offs to uncover friction and improve conversation design.
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Voice of the customer
Organize conversations into topics and themes highlighting which issues surface themost often and how they trend over time.
Knowledge base performance
Track which articles drive value with top references and click-through rates.
Bring agility to your enterprise
Explore how the world’s leading enterprises use Decagon to achieve exceptional results.
"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."
32%
increase in deflection
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"Working with Decagon has been nothing short of phenomenal. The team has taken our extremely complicated data and created a tool that allows our customers to seamlessly receive help across our business. Additionally, the team has worked tirelessly to build integrations into our CRM and support setups to make sure we would not have to change any of our current operational workflows. Couldn't recommend them more highly!"
75%
resolution rate
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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. And while ticket deflection was our primary goal, Decagon has also allowed us to scale our Chat program to 24/7 while hitting critical CX metrics (e.g., FRT, CSAT) at the same time.”
95%
cost reduction
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