What Decagon does

Decagon, legally Decagon AI, Inc., is a privately held enterprise AI company headquartered in San Francisco that builds AI agents for customer experience across voice, chat, and email channels. The platform is organized around Agent Operating Procedures (AOPs), a natural-language framework that allows non-technical operators to define and iterate on agent workflows, and is paired with Duet, an AI partner for building agents, plus Duet Autopilot for self-improving agents validated through testing loops and gated by human approval. The supporting stack includes Watchtower for always-on QA, Experiments for live A/B testing, Insights & Reporting for voice-of-customer analytics, and proprietary in-house models that handle over 80% of traffic for specialized tasks such as voice activity detection, workflow execution, hallucination detection, and reranking.

The company sells to enterprise customers via a field sales motion with proof-of-value pilots, quote-based annual or multi-year subscriptions, and dedicated forward deployed teams plus Agent Product Managers for implementation. Named customers include Chime, Duolingo, ClassPass, Valon, Curology, SimplePractice, 1-800-Flowers.com, Hunter Douglas, Rituals, Oura, Deutsche Telekom, Substack, Rippling, and Mercado Libre, spanning financial services, retail, health and wellness, technology, media, and telecommunications. Decagon employs nearly 500 people across its San Francisco headquarters and a London EMEA hub of 50+, and the company publicly claims a global footprint across North America, EMEA, LATAM, and Oceania with deployments in 15+ languages.

Name

Decagon

Legal name

Decagon AI, Inc.

Website

https://decagon.ai

Company type

Private

Operating status

Operating

Short description

Decagon is a San Francisco-based enterprise AI company that builds AI agents for customer support across voice, chat, and email, using its Agent Operating Procedures framework and proprietary in-house models. It serves large enterprises in financial services, retail, technology, telecom, and media via quote-based subscriptions with dedicated forward deployed teams.

Ownership category

akta.pro rank

Product category

Conversational AI for Customer Experience

NAICS

Telephone Call Centers (56142), 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

Workplace Automation & Self-Service (RPA for IT, Chatbots, Virtual Agents) (BPAEAIAI), AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO)

Keywords

• Conversational AI platform
• Enterprise AI agents
• Customer experience automation
• AI customer support
• Voice AI agents

Headquarters

HQ city

California

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations

Revenue model

1. Enterprise SaaS Subscription: Enterprise customers pay subscription fees for AI agent platform with chat, voice, and email capabilities. Platform includes build, optimize, and scale tools. Pricing is quote-based, typically annual or multi-year contracts for enterprise deployments.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels6 records

Core offering

Decagon builds and sells an enterprise AI concierge platform that deploys AI agents to handle customer conversations across voice, chat, and email channels. The platform uses Agent Operating Procedures (AOPs), a natural-language framework for defining agent workflows, paired with a proprietary model stack and self-improving agents via Duet Autopilot. Enterprises subscribe to the platform to automate customer support, sales, and CX workflows at scale.

Product overview

Decagon is a unified AI concierge platform for enterprise customer experience. The platform consists of core products (Duet Autopilot, Duet AI Partner, and Agent Operating Procedures for natural-language agent definition), three communication channels (Voice, Chat, Email) unified in a single intelligence layer, and optimization/scale modules (Experiments, Testing & QA, Insights & Reporting, Watchtower, Suggestions). The architecture enables omnichannel AI agents that can be built, optimized, and scaled without heavy engineering involvement, with Autopilot providing automated self-improvement capabilities.

Differentiator

Problem solved

Functional benefit

Brands

• Duet: AI partner that enables teams to build self-improving agents. Part of Decagon's platform for developing and optimizing AI agents.
• Duet Autopilot
• Watchtower
• Decagon Labs
• AOPs (Agent Operating Procedures)

Products and services

• Voice

Quantifiable outcome

• 70% chat and voice resolution rate for Chime
• +10 more outcomes

Named customers14 records

Segments7 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability9 records

Feature9 records

Partnerships

Four partnerships are on record, tiered core.

• Deutsche TelekomcoreStrategic or Co-development Partner · 10 November 2025World's largest telecommunications provider selected Decagon for concierge AI experiences in customer support. Partnership focused on fast iteration and progress across key business metrics including resolution time, CSAT/NPS, and recontacts. Represents significant enterprise reference in telecommunications sector.
• Hunter Douglas GroupcoreStrategic or Co-development PartnerGlobal leader in custom window coverings using Decagon across UK, US, and Australia markets with localized AI agents. Over $1M in revenue attributed to AI-handled conversations. 85% higher average order value among customers interacting with Decagon agents.
• RitualscoreStrategic or Co-development PartnerGlobal cosmetics and lifestyle brand deployed Decagon's AI concierge across 19 countries and 15 languages within two months. Achieved zero backlog during peak holiday season handling up to 9,000 customer cases per day.
• OuracoreStrategic or Co-development PartnerCompany behind Oura Ring partnered with Decagon to scale member support. Achieved 3x CSAT improvement, 93% average AI agent quality score, and tens of millions in hiring and support cost savings.

Scale indicators7 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Kore.ai: Kore.ai offers an enterprise AI platform with virtual assistants and agentic AI for customer and employee experiences, including contact center workflows. It targets the same Fortune 500 / regulated industry buyer as Decagon and overlaps on voice and chat agents.
• Ada: Ada is an AI-powered customer service automation platform serving enterprise brands across chat and email with deflection and resolution metrics. It competes on multi-language support and brand customization, two of Decagon's core value propositions.
• Cresta: Cresta provides real-time AI agents and agent-assist for contact centers, with a strong focus on voice. It is a direct competitor in the AI-for-contact-center category, especially for enterprises prioritizing phone-based resolution.
• Cognigy: Cognigy delivers enterprise conversational and agentic AI for customer service automation across voice and chat, with deep integrations into contact center stacks. It competes for the same enterprise CX AI deployments as Decagon.
• Yellow.ai: Yellow.ai builds an enterprise conversational AI platform for customer support and employee experience across voice, chat, and email. Comparable agentic CX automation and multi-region enterprise deployments make it a direct alternative to Decagon.
• Forethought: Forethought provides AI agents and workflow automation for customer support ticketing, deflection, and triage across chat and email. It targets a similar mid-market-to-enterprise customer support audience with overlapping use cases such as deflection and ticket automation.
• Sierra: Sierra builds enterprise AI agents for customer experience across voice and chat with its own proprietary models and platform. It is the most direct head-to-head competitor to Decagon in the AI concierge / agent-for-CX category, targeting the same Fortune 500 logo set.

Broad incumbents

• Genesys: Genesys is a broad incumbent contact center-as-a-service vendor with AI capabilities layered onto its full CCaaS stack. It competes for the same enterprise CX budget but as part of a much larger portfolio including routing, WFM, and telephony.
• NICE (CXone): NICE offers CXone, a broad enterprise contact center suite with AI-powered virtual agents and analytics. As an incumbent it competes for the same enterprise CX modernization deals but covers a much wider set of capabilities than Decagon's agent-focused platform.
• Five9: Five9 is a cloud contact center platform increasingly investing in AI agents and GenAI for CX. It is an established incumbent competing for enterprise voice and digital CX transformations against pure-play AI agent vendors like Decagon.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights6 records

Customer concentration

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Decagon