Decagon

Decagon is a conversational AI platform founded in 2023 by Jesse Zhang and Ashwin Sreenivas. Based in San Francisco, California, Decagon focuses on delivering customer service solutions through AI agents. These agents are designed to handle customer inquiries across various communication channels, such as chat, email, and voice, providing efficient, human-like responses in any language, 24/7.

The company aims to enhance customer experience by offering a more personalised and empathetic service than traditional call centres. Decagon's AI agents are integrated with businesses’ existing systems and can manage a range of tasks such as product returns, subscription cancellations, and credit card replacements. The platform’s core feature is the ability to allow non-technical teams to build and modify AI agent behaviour using natural language instructions. This flexibility enables quick deployment and real-time updates, allowing brands to scale their customer support operations without relying on costly professional services.
 

Decagon’s platform serves numerous well-known companies, including Duolingo, Hertz, Notion, Rippling, and Eventbrite. It is backed by investors such as Accel, Andreessen Horowitz, and Bain Capital Ventures, with total funding of $131 million from its Series C round. The company’s AI agents are trusted by enterprises for providing cost-effective solutions, reducing support operations costs, and increasing customer satisfaction rates.
 

Decagon’s product-driven approach and Agent Operating Procedures (AOPs) set it apart from industry standards. AOPs combine natural language instructions with structured code, enabling businesses to deliver seamless omnichannel support. This innovation is helping Decagon redefine customer service at scale and improve business outcomes.

Decagon AI was founded in August 2023 by Jesse Zhang and Ashwin Sreenivas in San Francisco, California. The company was established to address the limitations of traditional customer service systems by providing AI-driven solutions that offer scalable and efficient support.
 

Jesse Zhang, the CEO, previously founded Lowkey, a social gaming platform that was acquired by Niantic in late 2021. He holds a degree in computer science from Harvard University. Ashwin Sreenivas, the CTO, co-founded Helia, a computer vision startup acquired by Scale AI in 2020. He also worked as a deployment strategist at Palantir Technologies. Both founders have backgrounds in technology and entrepreneurship, which they leveraged to create Decagon AI. 
 

In its early stages, Decagon AI developed a generative AI platform designed to automate customer support tasks across various channels, including chat, email, and voice. The platform utilises large language models to understand and respond to customer inquiries, aiming to provide human-like interactions at scale.
 

The company's first significant funding round was a Series A in June 2024, raising $35 million. This round was led by Accel and supported by Andreessen Horowitz. The funds were used to enhance the platform's capabilities and expand its customer base. 
 

In October 2024, Decagon AI secured a Series B funding of $65 million, led by Bain Capital Ventures. This investment allowed the company to further scale its operations and refine its AI agents. Notable clients during this period included Duolingo, Notion, and Bilt, who reported significant improvements in customer support efficiency and cost reduction.
 

The company's growth continued with a Series C funding round in June 2025, raising $131 million and bringing its total funding to $231 million. This round was co-led by Accel and Andreessen Horowitz, with participation from Bain Capital Ventures and other investors. The funding was aimed at expanding Decagon's product offerings and increasing its market presence. 
 

As of late 2025, Decagon AI has established itself as a significant player in the AI customer support industry. The company's platform is utilised by various enterprises to automate customer service processes, demonstrating the growing reliance on AI solutions in customer experience management.

Decagon's mission is to empower brands with AI-driven customer service solutions that provide a personalised, efficient, and empathetic experience at scale. By using advanced conversational AI, Decagon enables businesses to automate customer support across multiple channels, including chat, email, and voice. The platform aims to help brands reduce operational costs, improve customer satisfaction, and offer continuous support. Decagon strives to make customer service more efficient by providing intelligent, human-like interactions, allowing businesses to focus on growth while maintaining a high level of customer care.

Decagon envisions a future where AI agents play a central role in transforming customer experience. The company aims to lead the way in conversational AI by providing brands with powerful, flexible tools to create meaningful customer interactions. Decagon strives to build a world where AI can resolve customer issues instantly, across all channels, and in any language. The vision is to enhance the customer service landscape by enabling businesses to offer concierge-level support that meets the needs of modern consumers while driving growth, efficiency, and customer loyalty.

Decagon has gained recognition for its innovative approach to AI-driven customer support. The company was named in Forbes' "AI 50" as one of the leading startups in the field. It was also featured in the "Enterprise Tech 30" list, recognising its impact on mid-stage technology advancements. Decagon has been acknowledged as a high performer in the AI agents, AI chatbots, and conversational support sectors by G2. Additionally, Business Insider listed Decagon as one of the "Startups to Bet Your Career On in 2025," reflecting its strong market position and future potential.

Decagon offers a comprehensive range of products and services designed to enhance customer service through AI-driven solutions. Its platform leverages conversational AI technology to provide businesses with efficient, scalable, and personalised customer support across multiple communication channels. 

The key offerings of Decagon include AI-powered customer support agents, natural language processing (NLP), omnichannel integration, and flexible customisation options that allow businesses to create tailored experiences for their customers.
 

One of Decagon's core products is its AI-powered customer service agents. These agents can interact with customers across chat, email, voice, and even SMS, providing human-like responses that can resolve a wide range of customer inquiries. 

Whether it is handling product returns, managing subscription cancellations, or helping customers with technical issues, Decagon’s AI agents are designed to provide consistent, high-quality support, available 24/7. By automating these interactions, businesses can significantly reduce the time and costs associated with traditional customer service processes, while also improving the overall customer experience.

Decagon's platform is built around its Agent Operating Procedures (AOPs), a unique feature that allows businesses to define custom business logic for their AI agents using natural language instructions. These instructions are automatically compiled into code, enabling businesses to quickly and easily create and iterate on AI agent behaviour without the need for technical expertise. 

This makes the platform highly accessible to non-technical teams, allowing customer experience (CX) operators to design and modify workflows with ease. At the same time, technical teams can retain control over the underlying code to ensure robust integration with internal systems and maintain security and privacy standards.
 

Omnichannel support is another crucial feature of Decagon’s offering. The platform enables businesses to deliver customer support seamlessly across multiple communication channels. Whether customers reach out through chat, email, voice, or even custom API surfaces, Decagon ensures that all interactions are captured and managed within a single platform. 

This unified approach helps businesses streamline their customer service operations, providing a more consistent and efficient experience for users regardless of the channel they choose.
 

Decagon also offers powerful analytics and reporting tools. Businesses can gain deep insights into customer interactions, track performance metrics, and monitor AI agent behaviour in real-time. The platform's built-in analytics allow businesses to identify trends, track resolution times, and assess customer satisfaction, enabling continuous improvement in service delivery. The ability to iterate on AI agent behaviour quickly and effectively ensures that the platform can adapt to evolving customer needs and preferences.

In addition to these core features, Decagon provides seamless integration with other business systems. The platform can be integrated with various CRM systems, databases, and internal tools to ensure that AI agents have access to the latest customer data, enabling more informed and personalised interactions. This flexibility is key to Decagon’s success, as it allows businesses to maintain the integrity of their existing systems while leveraging the power of AI to enhance customer service operations.
 

Finally, Decagon offers a secure, enterprise-grade solution, with built-in privacy controls and compliance with industry standards. The platform is designed to handle sensitive customer data responsibly, making it a trusted choice for companies in highly regulated industries such as finance, healthcare, and retail. The secure design ensures that businesses can rely on Decagon to deliver excellent customer support while maintaining the highest levels of data protection and privacy.