Decagon
Decagon helps enterprises deploy AI agents that automate customer support 24/7 across all channels.
Decagon is an AI agent platform that enables brands to deploy personalized, omnichannel customer service agents capable of handling complex workflows like refunds, identity verification, and escalations 24/7. The platform uses a centralized intelligence layer with Agent Operating Procedures (AOPs)—plain English instructions that allow AI to learn and improve from every interaction without requiring code changes. Customers like Chime, ClassPass, and Duolingo have achieved 60-80% support cost reductions and 95% improvements in resolution efficiency. Decagon's differentiator is its ability to handle sophisticated tasks across any channel while maintaining consistency and learning continuously from customer interactions.
Problem solved
Enterprises spend millions annually on customer support operations that struggle to respond 24/7, handle complex workflows consistently, and scale efficiently across multiple channels while maintaining brand voice and quality.
Target customer
Mid-market to enterprise B2B and B2C companies with high customer support volumes, including fintech, SaaS, e-commerce, and consumer subscription brands seeking to reduce support costs while improving customer satisfaction.
Founders
J
Jesse Zhang
CEO & Co-Founder
Computer Science degree from Harvard; founded Lowkey (gaming social platform, acquired by Niantic in 2021); previously interned at Citadel, Google, and Hudson River Trading; named Forbes 30 Under 30 in AI.
A
Ashwin Sreenivas
Co-Founder & CTO/President
Deployment strategist at Palantir; co-founded Helia, a computer vision startup acquired by Scale AI.
Funding history
Seed
$10M
2023
Led by Andreessen Horowitz
· Unknown
Series A
$35M
June 2024
Led by Accel
· Unknown
Series B
Unknown
October 2024
Led by Unknown
· Unknown
Series C
$131M
June 2025
Led by Accel, Andreessen Horowitz
· A*, Bain Capital Ventures, BOND, Avra, Forerunner, Ribbit Capital
Series D
$250M
January 2026
Led by Unknown
· Unknown
Total raised:
$481M
Industries
Pricing
Custom enterprise pricing. Two models: Per-Conversation (pay per interaction, most popular) or Per-Resolution (pay only for resolved tickets). Median contract value ~$400K/year; typical range $100K-$580K annually; minimum viable deal ~$50K.
Notable customers
Notion, Duolingo, Rippling, ClassPass, Chime, Curology, Substack, Valon, Whop, Noom, Fourthwall, Flashfood
Integrations
ElevenLabs (voice agents), Unknown
Tech stack
React (JavaScript frameworks)
Next.js (Web servers)
Clerk (Authentication)
Webpack
Open Graph
Koala (Analytics)
HSTS (Security)
Google Font API (Font scripts)
Node.js (Programming languages)
Cloudflare (CDN)
Vercel (PaaS)
Priority Hints (Performance)
Website
Competitors
Avaamo
Broader conversational AI platform; less specialized in omnichannel customer support automation.
Retell AI
Focused primarily on voice-based AI agents; lacks Decagon's omnichannel and workflow complexity capabilities.
Conversica
Emphasizes revenue-focused AI conversations; less focus on complex customer service workflows and deflection.
Aivo
Regional player with less enterprise scale and funding; lacks Decagon's advanced learning and AOPs.
Invoca
Call intelligence and conversation analytics focused; doesn't provide agentic automation at Decagon's scale.
Why this matters: Decagon has achieved remarkable growth and scale—raising $481M in 18 months and reaching a $4.5B valuation by January 2026—by solving a critical enterprise problem: reducing customer support costs by 60%+ while improving satisfaction. Its traction with marquee customers like Duolingo and ClassPass, combined with innovative pricing that aligns vendor incentives with customer outcomes, positions it as a category leader in agentic customer support.
Best for: Large enterprises and mid-market companies with high customer support volumes seeking to automate complex workflows, reduce support costs by 60%+, and provide 24/7 omnichannel customer service without sacrificing quality or brand voice.
Use cases
Support Cost Reduction at Scale
Chime deployed Decagon agents to handle routine and complex support interactions, reducing contact center costs by 60% while doubling Net Promoter Score. The platform's ability to handle refunds, billing updates, and escalations without human intervention directly reduced per-ticket cost.
Omnichannel Consistency
Notion uses Decagon to maintain consistent brand voice and knowledge across chat, email, and voice channels. Instead of training separate systems for each channel, a single intelligence layer applies workflows, knowledge, and tone everywhere, reducing training overhead and ensuring consistent customer experience.
High-Volume Conversation Management
ClassPass handles 2.5M+ customer conversations annually through Decagon agents, achieving 95% reduction in cost per reservation. The platform's learning capabilities mean agents improve at handling ClassPass-specific workflows with each interaction, compounding efficiency gains.
Complex Workflow Automation
Valon and Decagon designed AI voice agents that handle identity verification, billing inquiries, and dispute resolution with warmth and clarity. AOPs allow non-technical teams to modify agent behavior without engineering involvement, enabling rapid iteration based on customer feedback.
Alternatives
Intercom
Broader customer communication platform with basic automation; lacks specialized AI agents and advanced workflow capabilities that Decagon provides.
Zendesk
Traditional ticketing and support platform with bolt-on AI; not designed from the ground up for agentic automation and omnichannel consistency.
Twilio Flex
Communication infrastructure focused on voice and messaging; requires significant custom development vs. Decagon's out-of-the-box AI automation.
FAQ
What does Decagon do? +
Decagon is an AI agent platform that enables enterprises to deploy personalized, omnichannel customer service agents capable of handling complex workflows like refunds, identity verification, and escalations 24/7. The platform uses a centralized intelligence layer and Agent Operating Procedures (AOPs) to maintain consistency across channels while continuously learning from interactions.
How much does Decagon cost? +
Decagon uses custom enterprise pricing with no public rates. Based on marketplace data, typical contracts range from $100K-$580K annually (median ~$400K/year). The company offers two pricing models: Per-Conversation (pay per interaction) and Per-Resolution (pay only for resolved tickets). Minimum viable deal is approximately $50K.
What are alternatives to Decagon? +
Alternatives include Avaamo (broader conversational AI), Retell AI (voice-focused agents), Conversica (revenue conversation focus), Intercom (general customer communication), and Zendesk (traditional ticketing with bolt-on AI). Decagon's strength is omnichannel customer service automation with complex workflow handling.
Who uses Decagon? +
Enterprise and mid-market companies across fintech, SaaS, e-commerce, and consumer subscription sectors. Named customers include Duolingo, Rippling, ClassPass, Chime, Notion, Noom, and Curology. The platform serves 10M+ end customers with 80% deflection rates and 65% reductions in support operations costs.
How does Decagon compare to Avaamo? +
While Avaamo provides broader conversational AI capabilities, Decagon is specifically optimized for enterprise customer support automation with omnichannel consistency, complex workflow handling, and continuous learning. Decagon's Agent Operating Procedures (AOPs) allow non-technical teams to modify behavior, while its per-resolution pricing aligns incentives with actual value delivered.
What makes Decagon different? +
Decagon's centralized intelligence layer enables brands to define workflows, knowledge, and voice once and apply them across every channel (chat, email, voice, etc.). Agent Operating Procedures use plain English instead of code, allowing non-engineers to iterate. The per-resolution pricing model ties cost directly to outcomes, and continuous learning means agents improve with every interaction.
Tags
AI agents
customer support automation
omnichannel
generative AI
conversational AI
workflow automation
enterprise AI