Overview

Decagon lets companies build agents that answer customers and execute actions in internal systems. Agent Operating Procedures define rules and workflows in natural language, with guardrails for sensitive operations such as refunds or account changes.

The platform covers chat, voice and email through one intelligence layer. Memory keeps context across interactions, while testing, tracing, analytics and optimization tools help teams improve agent behavior.

Decagon is an enterprise product sold through custom agreements. Deployment requires deep integrations, clear governance and escalation paths for requests that need human intervention.

Key features

Builds agent workflows in natural language with Agent Operating Procedures.

Deploys common logic across chat, voice and email.

Maintains customer context across sessions and channels.

Tests, traces, analyzes and optimizes agent behavior.

Best use cases

Automatically resolve recurring customer support requests.

Perform refunds or account changes under defined guardrails.

Transfer a complex case to a human agent with full context.

Initiate proactive calls or messages based on customer events.

Pros

One intelligence layer covers several communication channels.