What is Decagon?
Decagon is an enterprise AI customer service platform that deploys AI agents to resolve support requests over chat, email and voice. The San Francisco company describes itself as the AI concierge for every customer, and lists brands such as Duolingo, Chime, ClassPass, Square, Delta, Riot Games and Ticketmaster among its users. It raised a $131 million Series C at a $1.5 billion valuation in 2025.
Decagon's main idea is the Agent Operating Procedure, or AOP: support teams write the steps an agent should follow in plain language, and engineers wire in the system actions behind them. Around that sit tools for simulation testing, live A/B experiments, quality monitoring and reporting on what customers are asking. Companies use it to automate high-volume support such as order status, account changes, refunds and troubleshooting while passing harder cases to human agents.
Main Features
- Write agent workflows as Agent Operating Procedures in natural language.
- Answer customers over web chat, email and phone with human-sounding voice agents.
- Take actions in back-end systems such as refunds, account updates and bookings.
- Test agents against simulated conversations before going live.
- Run live A/B experiments on agent behavior and prompts.
- Monitor conversation quality continuously with the Watchtower feature.
- Report on contact reasons and customer sentiment across all channels.
How to Get Started with Decagon
- Book a demo with Decagon's sales team from decagon.ai.
- Connect your help center, ticketing system and the internal tools the agent may use.
- Write Agent Operating Procedures for your most common support requests.
- Test with simulations, then launch on one channel and expand as resolution rates hold up.
Decagon Pricing
Decagon does not publish prices. Every deployment is sold on a custom enterprise contract, and you need to book a demo to get a quote. There is no free plan or self-serve trial.
Who Should Use It?
- Large consumer brands with high support volume across chat, email and phone.
- Customer experience leaders aiming to cut cost per contact.
- Fintech, travel and subscription companies with many routine account requests.
- Support operations teams that want to edit agent behavior without engineering tickets.
Decagon Alternatives
- Sierra: a direct enterprise rival for conversational support agents
- Fin: Intercom's agent with published per-resolution pricing
- Zendesk AI: a natural choice if your support already runs on Zendesk
Frequently Asked Questions
Is Decagon free?
No. Decagon is an enterprise product with custom pricing, and there is no free plan or self-serve trial. Pricing comes after a sales demo.
What is Decagon used for?
Decagon is used to automate customer support with AI agents. Companies use it to resolve routine requests on chat, email and voice and to hand complex cases to people.
Decagon vs Sierra: which is better?
Both target large enterprises and the right choice depends on your stack and use cases. Decagon stresses natural-language AOPs that support teams can edit, while Sierra emphasizes branded agents and outcome-based pricing.