AI is transforming customer experience faster than most teams can adapt. What new skills will your team need to thrive in this era? Who inside your company will shape how AI shows up for customers?

CX leaders are on the frontlines of this shift. Customer experience is often the first place AI gets deployed in production, and CX teams are the natural pioneers for how AI will be adopted across the organization.

To empower them in that role, we’re excited to announce Decagon University, our AI education program designed to help CX and Product teams build, optimize, and scale AI agents with confidence alongside their technical partners.

From operators to AI architects

AI is changing what it means to work in customer service. It’s no longer just about resolving issues. More teams need control over how their AI agents show up to customers. But that control has been limited to engineers writing code or external professional services. 

At Decagon, we’ve always believed the people closest to customers should shape AI behavior. That’s why we created Agent Operating Procedures (AOPs): natural language workflows that let non-technical teams define how AI agents operate while still giving engineering control over code and the ability to extend action with tools. 

Decagon University builds on this foundation. Together, AOPs and Decagon University provide both the tool and the training to democratize AI agent development and enable non-technical business teams to step into a more strategic role as AI architects.

Learn, practice, certify

Decagon University is designed to build fluency in core AI concepts and mastery of Decagon’s platform. Teams gain the skills and confidence to work across the full agent lifecycle, from setup and design to testing and iteration.

Here is what’s included:

• Self-paced video courses: Start learning from AI fundamentals to deeper product knowledge on Decagon’s platform.
• Live, hands-on training: Practice in a sandbox environment, complete real-world assignments, and get support through solution reviews and Q&A with Decagon’s engagement team.‍
• Certifications and shareable credentials: Highlight growth and signal expertise within your organization.

At launch, Decagon University offers two learning paths. 

• AI Essentials for CX Teams: Open to everyone, this course explains how LLMs work, the basics of prompt design, and how to guide AI with context. It’s a fast way for non-technical teams to learn core concepts of AI in support use cases.
• Decagon Product Foundations: Available to customers, this path takes learners end-to-end through Decagon’s platform, from configuring AOPs to testing, QA, and analytics.

And because learning is never finished, Decagon University also provides ongoing enablement. Your team will receive regular training on new features, shared best practices, and opportunities to learn directly from peers across the Decagon community.

What teams are already seeing

Decagon University is already in use with customers who want their teams to move faster and own more of the AI journey. One company with a strong self-service culture is using Decagon University to empower both CX and product to launch and refine workflows to stay agile and push the pace on product development. 

Teams like ClassPass are already seeing the value of building these capabilities in-house.

“As we scaled with Decagon, we needed a self-serve way for teams across the organization to build and shape AI agents so we could move faster. Decagon University made that possible by training our teams and giving us the confidence to operate with greater speed and consistency."

–  Danielle Doremus, Senior Director of Business Operations and Customer Experience at ClassPass

What ClassPass has achieved is just the beginning — a model for how teams everywhere can democratize AI and set new standards for customer experience.

Leading the AI shift

This is just the beginning for Decagon University. We’re expanding with advanced paths for technical teams, new certifications, and more ways for customers to learn from and support each other.

With AI adoption starting in support, CX teams are in a unique position. Decagon University equips them with the training and tools to lead the AI shift, setting best practices not only for customer experience, but for their entire organization.

Ready to become a certified AI CX Architect? 

• If you’re a Decagon customer, reach out to your Agent Product Manager to enroll your team in Decagon University.
• If you’re not yet a customer, request a demo to preview the courses and see how Decagon can help you build AI agents that are flexible, reliable, and on brand.