Product overview
What is Decagon?
Decagon is an enterprise platform for customer-facing AI concierge agents. It unifies voice, chat, and email in one intelligence layer so organizations can automate support and other customer workflows while maintaining consistent context and brand behavior across channels.
Teams define workflows using natural-language Agent Operating Procedures. Decagon also provides integrations, large-scale simulations, testing and quality assurance, live experiments, continuous monitoring, knowledge suggestions, and reporting for building and improving agents through their lifecycle.
How to Use Decagon
- Define customer workflows and expected agent behavior with natural-language Agent Operating Procedures.
- Connect the business tools and knowledge sources needed to resolve customer requests.
- Test agent logic through simulations and quality-assurance workflows, then run experiments to compare changes.
- Deploy the agent to voice, chat, and email channels.
- Monitor conversations with Watchtower and use insights, reporting, and suggestions to improve performance.
Core Features
- Omnichannel agents: Shares intelligence across voice, chat, and email experiences.
- Natural-language workflows: Uses Agent Operating Procedures to define agent behavior.
- Testing and QA: Runs simulations to validate logic before and after deployment.
- Experiments: Supports live A/B testing for agent changes.
- Monitoring and insights: Provides always-on quality monitoring and conversation analytics.
- Integrations and knowledge: Connects business tools and improves agent knowledge through suggestions.
Use Cases
- Customer self-service: Resolves routine and complex service requests across channels.
- Voice support: Provides brand-customizable conversational phone experiences.
- Chat support: Executes customer workflows through personalized messaging.
- Email resolution: Handles contextual email requests continuously.
- Customer-experience analysis: Turns conversations into insights about customer needs and agent performance.
Frequently Asked Questions
Which channels does Decagon support?
Decagon supports voice, chat, and email through a unified platform.
How are agent workflows configured?
Teams write Agent Operating Procedures in natural language.
Can teams test changes before scaling them?
Yes. The platform includes simulations, testing and QA, observability, and experiments.
