Decagon
Decagon builds AI concierge agents that automate enterprise customer support across voice, chat, and email using natural-language Agent Operating Procedures, serving large enterprises in financial services, retail, travel, healthcare, and technology.
- Company typePrivate
- Founded2023
- HeadquartersSan Francisco, United States
- Headcount501–1,000
- GTM typeB2B
- OfferingSoftware
What Decagon does
Decagon (legal name Decagon AI, Inc.) is a venture-backed, AI-native enterprise software company founded in 2023 and headquartered in San Francisco that builds autonomous AI concierge agents for customer support operations. The company's core product is a unified platform spanning voice, chat, and email channels, with the proprietary Agent Operating Procedures (AOPs) framework allowing customer experience teams to define agent workflows in natural language rather than code. The platform is augmented by Duet and Duet Autopilot (a self-improving agent loop), Watchtower (always-on quality assurance), Trace View (decision transparency), Agent Workbench (AI-assisted debugging), and an Experiments / Testing & QA suite for live A/B validation. Decagon Labs trains proprietary models in-house, with over 80% of inference traffic running off internal models and the remainder distributed across OpenAI and Anthropic Claude in a multi-model architecture.
Decagon targets large enterprises in travel and hospitality, retail and ecommerce, financial services, health and wellness, technology and SaaS, media, and telecommunications. Reported customers include Chime, Notion, ClassPass, Valon, 1-800-Flowers, Hunter Douglas, Oura Health, Hertz, Duolingo, Substack, Faire, Curology, SimplePractice, Whop, Mercado Libre, Rippling, Rituals, Avis Budget Group, and Block, with Deutsche Telekom in commercial pilot. Average ticket deflection rates exceed 80%, with individual customers reporting outcomes ranging from 50% voice deflection (Valon) to 95% cost reduction (ClassPass). Distribution combines direct enterprise field sales with forward-deployed Agent Product Managers, the Five9 CX Marketplace, Google Cloud Marketplace, and OpenAI Frontier design partner status.
The business model is primarily enterprise subscription with quote-based pricing; reported annual contracts range from $100K to $350K, with disclosed industry movement toward outcome-based / per-resolution pricing aligned with deflection outcomes. The company reached eight-figure annualized recurring revenue approximately 18 months after founding, with Forbes reporting approximately $30M annualized revenue by December 2025. Decagon has raised over $500M in total venture funding across Series A through Series D, with a $250M Series D in January 2026 valuing the company at $4.5B led by Coatue and Index Ventures. The company employs approximately 500 people across San Francisco, London, New York, Toronto, and Sydney.
Decagon firmographics
Firmographics- Name
- Decagon
- Legal name
- Decagon AI, Inc.
- Website
- https://decagon.ai
- Company type
- Private
- Founded year
- 2023
- Operating status
- Operating
- Headcount range
- 501–1,000 employees
- Short description
- Decagon builds AI concierge agents that automate enterprise customer support across voice, chat, and email using natural-language Agent Operating Procedures, serving large enterprises in financial services, retail, travel, healthcare, and technology.
- Ownership category
- akta.pro rank
Decagon industry classification
Industry- Product category
- Conversational AI for Customer Experience
- NAICS
- Computer Systems Design and Related Services (54151)
- SIC
- Services-Prepackaged Software (7372)
- akta.pro primary industry
- Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL)
- akta.pro secondary industries
- AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO), Workplace Automation & Self-Service (RPA for IT, Chatbots, Virtual Agents) (BPAEAIAI), Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA)
Keywords
Where Decagon is headquartered
LocationHeadquarters
- HQ city
- San Francisco
- HQ country
- United States
- HQ region
- North America
Offices5 records
Markets served
Decagon business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations
Revenue model
- AI Agent Platform Subscription: Enterprise subscription model for AI concierge/customer support agents. Pricing is quote-based with reported annual contracts starting at $100K-$350K/year for enterprise deployments.
- Per-Resolution Pricing (Industry Trend): Industry-wide shift toward outcome-based pricing where customers pay when issues are autonomously resolved. Decagon reports average deflection rates exceeding 80%, positioning for outcome-based models.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Enterprise contracts reported at $100K-$350K/year |
Go-to-market motion2 records
Distribution channels4 records
Marketing channels8 records
Decagon product offering
Product offeringCore offering
Decagon provides an enterprise AI concierge platform that automates customer support across voice, chat, and email channels through autonomous AI agents. Agents are configured using Agent Operating Procedures (AOPs) — a natural-language framework for defining business workflows — and are deployed with forward-deployed Agent Product Managers who embed with customers to build, optimize, and scale the agents.
Product overview
Decagon is an AI-powered customer experience platform that provides autonomous AI concierge agents for enterprise customer service operations. The platform operates as a unified system combining chat, voice, and email channels within a single intelligence layer. The core technology is Agent Operating Procedures (AOPs), a natural language framework that enables teams to define and iterate agent behavior without code. The product portfolio includes the main AI agent platform with Voice, Chat, and Email channels; Duet (AI partner for agent building with Duet Autopilot for self-improvement); optimization tools including Watchtower (always-on QA), Agent Workbench (debugging assistant), Insights & Reporting, Experiments, Testing & QA, and Suggestions; plus an Integrations module for connecting to enterprise systems. The platform is designed for enterprises across retail, travel, financial services, health & wellness, technology, media, and telecommunications industries.
Differentiator
Problem solved
Functional benefit
Products and services
- Decagon AI Platform
- Voice
- Chat
Quantifiable outcome
- 80%+ average deflection rates exceeding industry benchmarks
- +9 more outcomes
Companies that use Decagon
Customer profileNamed customers20 records
Segments5 records
Ideal customer profiles3 records
Decagon technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration2 records
AI capability10 records
Feature15 records
Decagon partnerships and signals
Strategic signalPartnerships
Six partnerships are on record, tiered core and minor.
- Five9coreIntegration and accreditation on Five9 CX Marketplace. Decagon acts as the agentic brain powering autonomous AI agents while Five9 handles engagement, routing, and workforce optimization. Joint customers include Wealthsimple, Chime, and Oura. Supports PSTN and SIP integrations including pre-built SIP trunking.
- OpenAIcoreDesign partner for OpenAI Frontier enterprise platform, building solutions within OpenAI's agent management ecosystem for governed enterprise environments. Part of OpenAI's ecosystem of AI-native vendors including Clay, Abridge, Harvey, Ambience, and Sierra.
- ElevenLabscorePartnership to launch AI Voice Agents for customer service, combining ElevenLabs' voice models with Decagon's agentic AI platform. AI Voice Agents designed to deliver 24/7 support for customer issues like account access, returns, and charge disputes with natural, human-like conversations.
- Deutsche TelekomcoreCommercial pilot with strategic investment from T.Capital to bring concierge AI experiences to customer support. Partnership focused on fast iteration across key business metrics including resolution time, CSAT/NPS, and recontacts.
- TaskUsminorStrategic partnership to accelerate agentic AI-powered customer experience with Decagon and Regal.
- AnthropiccoreDecagon scales personalized customer support with Claude, using Anthropic's AI models as part of their multi-model architecture for enterprise customer experience.
Scale indicators17 records
Recent moves10 records
Expansion highlights7 records
Decagon competitors and assessment
Company assessmentDirect peers
- Yellow.ai: Yellow.ai is a conversational AI platform providing enterprise-grade AI agents for customer support across voice, chat, and email. It is a comparable direct competitor with global enterprise deployments, particularly strong in APAC.
- Ada: Ada is an AI-powered customer service automation platform that resolves customer inquiries across chat, voice, and email for enterprise brands. It overlaps directly with Decagon on omnichannel AI agent capabilities and enterprise customer base.
- PolyAI: PolyAI builds voice-first conversational AI agents for enterprise customer service, with a strong focus on natural-sounding phone-based support. It overlaps with Decagon Voice and Decagon's broader contact center AI positioning.
- Cognigy: Cognigy is an enterprise conversational and agentic AI platform for customer service automation across chat, voice, and contact center channels. It competes head-to-head with Decagon in large enterprise CX deployments, particularly in EMEA.
- Kore.ai: Kore.ai offers an enterprise conversational AI platform with virtual agents and contact center AI capabilities. It competes with Decagon in building AI agents for customer service across regulated industries.
- Forethought: Forethought provides generative AI for customer support, including agent assist, deflection, and conversational AI workflows. It targets the same enterprise support automation market as Decagon with comparable AI-native architecture.
- Sierra: Sierra builds autonomous AI agents for enterprise customer experience, founded by Bret Taylor and Clay Bavor. It is Decagon's closest direct competitor, targeting the same enterprise CX use cases with similar outcome-based value propositions.
Broad incumbents
- Genesys: Genesys is a leading contact center as a service (CCaaS) platform that has been adding native AI agent capabilities. It competes with Decagon through an end-to-end suite including routing, WFM, and emerging agentic AI features.
- Salesforce (Agentforce / Einstein): Salesforce offers Agentforce and Einstein as enterprise AI agent layers for customer service within its Service Cloud CRM platform. It is a broad incumbent that bundles AI agents with the dominant CRM data layer, posing both partnership and competitive risk to Decagon.
- LivePerson: LivePerson is an established enterprise messaging and conversational AI platform for customer engagement. It is a broad incumbent with overlapping AI agent capabilities but a wider portfolio spanning messaging, voice, and analytics.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat6 records
Key risks6 records
Key highlights7 records
Customer concentration
Decagon social profiles
Digital presenceDecagon financial estimates
Financial estimateRevenue estimate
Valuation estimate
Decagon leadership team
Management profileNumber of profiles
Profiles10 records
Decagon funding detail
Funding detailFunding overview
Funding rounds6 records
Investors21 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Decagon M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Decagon
What does Decagon do?
Decagon provides an enterprise AI concierge platform that automates customer support across voice, chat, and email channels through autonomous AI agents. Agents are configured using Agent Operating Procedures (AOPs) — a natural-language framework for defining business workflows — and are deployed with forward-deployed Agent Product Managers who embed with customers to build, optimize, and scale the agents.
Is Decagon a public or private company?
Decagon is a private company. It is classified as venture growth investor backed and is currently operating.
When was Decagon founded?
Decagon was founded in 2023. It employs 501 to 1,000 people.
Where is Decagon based?
Decagon is headquartered in San Francisco, United States, in the North America region.
How does Decagon make money?
Two revenue lines are on record. AI Agent Platform Subscription is the primary driver. The others are per-Resolution Pricing (Industry Trend).
Who are Decagon's main competitors?
Direct peers on record are Yellow.ai, Ada, PolyAI, Cognigy, Kore.ai, Forethought and Sierra. Broad incumbents are Genesys, Salesforce (Agentforce / Einstein) and LivePerson.
Does Decagon have an API?
No public API is recorded for Decagon.
What industry is Decagon in?
Decagon's product category is Conversational AI for Customer Experience. Its primary akta.pro industry code is HDAAAFAL, Contact Center Speech AI (agent assist, IVR automation), with a secondary code of EDABACAO, AI & Automation in Customer Service (Chatbots, Agent Assist). Its NAICS code is 54151 and its SIC code is 7372.