# Decagon

Platform for customer service agents across chat, voice and email. Agent Operating Procedures structure workflows; Duet assists with development and improvement.

Canonical profile: https://agenten-kompass.mmeierhoff.chatgpt.site/en/agents/decagon/
Editor: [Michael Meierhoff](https://agenten-kompass.mmeierhoff.chatgpt.site/en/about/)
Sources reviewed: 2026-10-10
Basis: provider documentation. Examples are editorial suggestions, not hands-on product tests.

## Overview

Decagon combines cross-channel customer service agents with AOPs for business logic. Duet supports creation and optimization; technical teams control integrations, versions and guardrails.

- Provider: Decagon
- Product family: Decagon
- Profile type: Enterprise platform for customer service agents
- Environment: Hosted enterprise platform and customer service channels
- Connections: Salesforce, Zendesk, Intercom, knowledge systems and telephony; APIs and MCP
- Setup: Request a demo and quote, configure knowledge sources and integrations, and define and test AOPs
- Pricing model: Quote on request; the provider describes per-conversation or per-resolution billing

## Operation & oversight

Operational details for this profile have not yet been researched.

## Provider

Decagon develops AI agents for enterprise customer experiences. Jesse Zhang and Ashwin Sreenivas are listed as founders.

- Operator: Decagon
- Organization: Company
- Website: https://decagon.ai/
- Reviewed: 2026-10-10

- Provider source: https://decagon.ai/about

## Prices and included usage

Pricing checked: 2026-10-10

Quote on request; the provider describes per-conversation or per-resolution billing

### Custom enterprise quote

Custom quote

The provider’s own overview describes per-conversation or per-resolution billing and directs pricing enquiries to sales.

Price source: https://decagon.ai/blog/ai-customer-service

The reviewed provider source publishes no fixed unit prices or allowances. Clarify billing definitions, minimum volumes and setup in the quote.

Pricing details: https://decagon.ai/blog/ai-customer-service

## Key features

### Describe workflows with AOPs

Teams define agent logic in natural language; AOPs connect those instructions with executable code.

Source: https://decagon.ai/product/aop

### Connect chat, voice and email

The platform brings multiple customer channels together in a shared agent logic.

Source: https://decagon.ai/product/overview

### Integrate support systems and knowledge

Connections provide customer data, knowledge articles, actions and escalations; APIs and MCP extend pre-built integrations.

Source: https://decagon.ai/product/integrations

### Use Duet for agent development

Duet generates AOPs from past conversations and identifies gaps in workflows and guardrails.

Source: https://decagon.ai/product/duet

### Test and compare versions

Simulations, unit tests, versioning and A/B experiments support change validation.

Source: https://decagon.ai/product/overview

### Trace decisions and quality

The platform shows model calls, workflow triggers and referenced knowledge articles; Watchtower monitors conversation quality.

Source: https://decagon.ai/product/overview

## Requirements and limits

### Prepare technical integrations

Requirement: Customer information and actions depend on configured connections to CRM, helpdesk, telephony and knowledge systems.

Source: https://decagon.ai/product/integrations

### Define rules and escalations

Requirement: AOPs need suitable rules for brand voice, escalations and agent behavior; technical teams manage integrations and versions.

Source: https://decagon.ai/product/aop

### Review Autopilot updates

Requirement: Duet Autopilot stages every update for human review with a health report.

Source: https://decagon.ai/product/duet

### Clarify contract terms individually

Not yet confirmed: The provider describes custom pricing. Unit prices, minimum volumes, implementation costs and contract duration require a quote.

Source: https://decagon.ai/blog/ai-customer-service

## Example workflows

### Handle order status with an AOP

- Your input: Order system, support channel and rules for identity verification and handoffs.
- Possible result: A customer service agent that retrieves order data and performs defined follow-up actions.
- What to check: Validate data access, tool calls, edge cases and handoffs with test conversations.

### Improve a support workflow with Duet

- Your input: Past support conversations, existing AOPs and measurable quality goals.
- Possible result: A proposed AOP update with tests and a review report.
- What to check: Review proposed rules, simulations and impact before rollout.

## Context

Production actions require suitable integrations and AOP rules. Duet Autopilot includes human review; prices and contract terms are clarified individually.

Official product documentation reviewed. Workflows and assessments are editorial; hands-on product tests are outside the scope of this directory.

## Sources

- https://decagon.ai/product/overview

- https://decagon.ai/product/aop

- https://decagon.ai/product/integrations

- https://decagon.ai/product/duet

- https://decagon.ai/about

- https://decagon.ai/blog/ai-customer-service

[Sources and method](https://agenten-kompass.mmeierhoff.chatgpt.site/en/sources/)