Decagon has raised a fresh $250 million in funding, led by new investors Coatue Management and Index Ventures, tripling our valuation to $4.5 billion in under six months. This comes on the heels of an exceptional fiscal year in which more than 100 new global enterprise customers, like Avis Budget Group, Mercado Libre, and Deutsche Telekom, joined the Decagon family.

This round is a testament to how a fundamentally different concierge approach to product can win versus the outdated incumbent strategies.

Let’s break that down.‍

Commerce up, CX down‍

Across its thirty years, the internet consumer economy has continued to scale exponentially with each new breakthrough: the first online sale, the rise of customizable storefronts, and the code that made digital commerce universal, to name a few.

Ironically, this abundant scale has quietly eroded the actual experience of being a customer. From ticket queues to case IDs to endless hold times, each day the equivalent of at least 366 human lifetimes are wasted having to deal with the headache of just being a customer¹. For businesses around the world, bad customer experiences result in a total quantified risk of $3.7 trillion². The mismatch of scale and quality is already hitting its limit.

Now the next inflection point — agentic commerce — could be its breaking point.

Configuration killed the customer experience‍

This isn’t a failure of any given business, it’s a failure of the tools they have. Legacy configuration-driven systems force businesses to translate human needs into rigid paths, putting us into a maze of settings and workflows. 

• CRM was literally designed to “manage” relationships, not actually have relationships — creating distance by design.
• Legacy chatbot systems are built for managing messages, not optimizing for how outcomes are achieved.
• Even first-wave AI assistants and AI agents focus more on routing than resolution.

But while stodgy technology keeps businesses locked in the past, Decagon is locked in on giving them the future: AI-native technology built by our AI-native team focused on a new paradigm — one that’s winning hearts and minds.

Concierge will be its renaissance‍

We believe every customer everywhere deserves an experience that’s personalized and proactive, respectful and resolute. The standard should be that if you’re the customer of something, it should feel like you’re the only one — 24/7. That’s a concierge customer experience, and every business deserves the technology to make this possible.

The main difference between modern AI solutions and traditional SaaS is that when you deploy an AI agent, it’s living and breathing and can work from feedback, just like a human teammate. You can ditch the standard approach of running an engineering sprint to configure it or filing a ticket with your vendor. With that comes the imperative to dramatically increase your speed of iteration in order to achieve the level of quality and personalization that your customers deserve.

Decagon helps you do just that thanks to our unique Agent Operating Procedures. The end result is magic — just ask Michael, a loyal Oura Ring member:

A board-level mandate‍

In the board room, our customers are discussing how Decagon fits into their comprehensive AI strategies that not only reduce costs and increase revenue, but create and protect brand trust at global scale. There’s no time for lengthy configuration cycles or even armies of forward-deployed engineering. Only concierge, and yesterday.

“At Avis Budget Group, earning customer trust at scale demands operational excellence and a willingness to rethink how service is delivered," says Brian Choi, CEO. "With Decagon, we’re moving customer engagement from reactive service to intelligent, concierge-led experiences that empower our frontline teams to resolve issues faster and more effectively. As AI becomes foundational to modern commerce, partnerships like this ensure innovation translates into meaningful outcomes for our customers and our brands.”

Our customers span across the most important F100 enterprises, like airlines, banks, telecom, retail, to some of the most advanced tech companies, like Oura Health, Affirm, and Chime. They all have one thing in common: they’re bought in on delivering a concierge customer experience, and the ROI that comes with it.‍

Our investors are all-in on concierge‍

They also get it. That’s why we’re excited to announce our Series D funding, led by new investors Coatue Management and Index Ventures, with participation from new investors ChemistryVC, Definition Capital, and Starwood Capital, and continued support from existing investors including a16z, A*, Accel, Avra, Bain Capital Ventures, Elad Gil, Forerunner, Ribbit Capital, and T.Capital.

“Decagon is helping redefine how businesses engage with their customers,” says Lucas Swisher, General Partner at Coatue Management. “Its platform gives enterprises greater control, transparency, and speed in deploying AI agents at scale. As AI enables hyperscale commerce, Decagon is advancing how companies deliver on customer engagement. That’s why leading companies across travel, healthcare, and other sectors have chosen Decagon to modernize the customer experience — and why we’re excited to partner with the team.”

“We’re investing in Jesse and Ashwin because they’re reimagining customer experience from first principles — treating it as something to be designed with taste, intention, and delight,” says Sofia Dolfe, Partner at Index Ventures. “They’re building the early future of what’s next, even when the present feels locked in. We’ve seen how powerful that mindset can be before, from Figma to Robinhood. And once again, what seems like the foregone conclusion isn’t.”

Concierge for all

The reality is that in the age of AI, meaningful alignment is a crucial tenet. By making concierge experiences possible at both the individualized level and at global scale, we’re bringing customers and businesses back into economic alignment. This results in more trust, more efficiency, and more mutual abundance as we enter the next chapter of AI-fueled commerce.

We’re grateful to our customers, partners, and investors who back this vision: that each of us deserves concierge treatment and each business deserves the technology to make it possible.

If you’re ready to transform your customer experiences, we’d love to give you a demo.

Special thanks to Emilie Cole.

—

_{1. There are between 5.3 and 5.8 billion adults on earth. Using the mean of 5.5 billion and multiplying it by 1.6 transactions per day (daily transaction rate derived from 2024 Federal Reserve data), that means there are 8.8 billion commercial transactions per day at a global adult average. Even if only 25% of those require further service and support, that equates to 2.2 billion instances, at an average of 7 minutes of average handling time each. That means that every day, there are 15.4 billion minutes of precious human lifetime tied up in customer service activity. Using an 80-year human lifetime as the baseline, that’s the equivalent of wasting about 366 human lifetimes being stuck on hold.}

_{2. Qualtrics XM Institute report (February 2024).}