Earlier this year, we launched Decagon Voice to help teams deliver high-quality customer conversations with speed, personality, and intelligence. The response has been incredible. Voice is quickly emerging as one of the most dynamic channels for customer engagement because it’s fast, intuitive, and more conversational.

In a world where customers expect instant, personal service, voice is also the most natural way to communicate. It’s faster to speak than to type, easier to convey emotion and context, and it fits seamlessly into everyday life. For businesses, voice is unlocking new use cases, from cost-effective frontline support to proactive outreach for onboarding, retention, and promotion.

Today, we’re excited to announce the GA of Decagon Voice 2.0, the next generation of our voice offering. It comes with major performance upgrades, intuitive self-serve customization, and a deeper foundation for true omnichannel support, including cross-channel memory. With Voice 2.0, leading brands can find new ways to engage their customers and elevate every conversation.

Blazing-fast performance that feels natural

Speed and responsiveness have always been at the core of our voice agents. With Voice 2.0, we’ve taken that foundation and pushed performance even further, delivering lower latency, sharper intent recognition, and responses that feel as natural as speaking to a person.

Generation latency is now 65% faster, providing the ability to remove filler words if desired so conversations flow without awkward pauses. This leap forward comes from a series of key advancements:

• Fine-tuned models that boost performance and responsiveness across every customer conversation.
• Improved prosody in streaming generation, producing speech with more natural rhythm, intonation, and emphasis.
• Infrastructure enhancements, including deploying key voice pipeline components within the same cloud regions to cut roundtrip times.

Voice 2.0 smoothly navigates real-world conditions, from background noise to customers changing direction mid-sentence, ensuring every exchange stays on track. The result is conversations that are crisp, fluid, and deeply natural.

Customize your voice agents with ease

Voice is an extension of your brand, so it should sound like one. Our tools give teams complete creative and operational control over your voice AI agents, without always needing to pull in engineering resources to make changes.

Through intuitive self-serve customization tools, you can adjust style, tone, pacing, and stability to match your brand’s personality, whether that’s warm and approachable, calm and authoritative, or rapid-fire and expert. Pronunciation settings ensure your company name, product terms, and industry jargon are always delivered with confidence.

You can also define how agents respond in specific scenarios, from standard FAQs to emotionally sensitive service situations, and decide exactly when to escalate to a human teammate. This flexibility empowers CX, product, and engineering leaders to maintain consistency and empathy across all conversations, while providing peace of mind with built-in guardrails.

Built for connected experiences across every channel

Customers expect a consistent, connected experience, no matter how they choose to interact with your brand. Our voice AI agents now deliver exactly that through cross-channel memory. Every interaction builds on the last, carrying context and preferences seamlessly between chat, voice, and SMS. A customer might start in chat and follow up via voice—or vice versa—all without repeating themselves. This continuity transforms fragmented exchanges into a unified, effortless journey.

Voice 2.0 also supports outbound calling, turning the contact center into a proactive engagement engine. Agents can reach out with appointment reminders, onboarding check-ins, renewal prompts, or loyalty offers, strengthening relationships and opening new opportunities for retention, revenue, and brand differentiation.

Customer spotlight: Chime

One of the most trusted names in digital banking, Chime uses Decagon across both Chat and Voice to support members at scale. With Voice, Chime handles over a million calls per month across common workflows like card replacement, deposit tracking, and SMS subscription management. The result is a 70% resolution rate and strong gains in member satisfaction, with interactions that feel faster, smarter, and more connected.
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At Chime, delivering fast, effortless support is essential to helping our members build a healthier financial future. With Decagon Voice, we’re able to combine high performance and seamless brand customization with cross-channel memory, ensuring every interaction is connected and true to Chime’s member-first values. Working with partners like Decagon, we’re making every conversation feel more natural, personal, and genuinely satisfying.
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- Janelle Sallenave, CXO at Chime

Enterprises everywhere can achieve the same: effortless, brand-aligned conversations that scale across channels without compromising quality.

Ready to talk?

The next generation of Decagon Voice is available now.

Whether you're looking to reduce wait times, deliver more human conversations, or proactively reach customers where they are, Decagon gives your team the tools to do it fast, flexibly, and at scale.

Get in touch with our team today. We'd love to talk.