What are Agent Operating Procedures (AOPs)?

AOPs are Decagon's method for defining AI agent workflows using natural language instructions. They combine the flexibility of natural language with the precision of code, allowing non-technical teams to build and iterate on complex AI logic quickly.

Which customer service channels does Decagon support?

Decagon unifies voice, chat, and email within a single intelligence layer, ensuring consistent customer experiences across all these primary communication channels.

How does Decagon ensure AI agent quality and reliability?

Decagon provides a robust suite of tools including live A/B testing (Experiments), large-scale simulations (Testing & QA), always-on QA (Watchtower), bad actor detection, and a supervisor model to detect and revise hallucinations.

What kind of businesses can benefit from Decagon?

Decagon is designed for world's leading enterprises across various industries like Retail, Travel & Hospitality, Technology, Financial Services, Health & Wellness, Media, and Telecommunications, aiming to transform their customer experience with AI agents.

What are the pricing models for Decagon?

Decagon offers flexible pricing options, primarily per-conversation pricing and per-resolution pricing, both designed to scale with the agent's work and volume, typically for enterprise clients.

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AI Agents

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Decagon AI

Enterprise CX AI

Omnichannel support

Natural language workflows

Robust testing

AI agent orchestration

The AI concierge for every customer experience.

Workflow

Customer Support

ENTERPRISE

ADVANCED Complexity

CLOUD

Last updated: May 27, 2026

decagon.ai

Quick Answer

Decagon is an AI concierge platform for enterprises, enabling them to build, optimize, and scale AI agents for customer service across voice, chat, and email. It uses natural language Agent Operating Procedures (AOPs) for workflow definition, offers robust testing and monitoring, and integrates with existing support tools to deliver personalized and efficient customer experiences.

Decision Intelligence

Best For

Large enterprises seeking to automate customer service

Businesses aiming for high deflection and resolution rates

Companies needing consistent customer experiences across multiple channels

Organizations in regulated industries requiring secure and compliant AI agents

CX teams looking for rapid iteration and transparent AI agent management

Not Ideal For

Individual users or small businesses with limited customer service needs

Companies looking for a free or low-cost out-of-the-box chatbot solution

Developers seeking an open-source AI agent framework for custom development

Use cases outside of customer experience automation

Fit Score

Complexity

ADVANCED

Company Size

ENTERPRISE

Team Size

LARGE_TEAM

Skill Level

INTERMEDIATE

EXPERT

About Decagon AI

Decagon empowers enterprises to build, optimize, and scale AI agents that deliver personalized, proactive, and always-available customer experiences across voice, chat, and email channels. Its platform uses natural language Agent Operating Procedures (AOPs) for defining workflows, robust testing, and continuous optimization, ensuring high resolution rates and customer satisfaction.

AI-extracted from public sources. May contain errors. Methodology · Are you Decagon AI? Claim listing

What Makes Decagon AI Unique

Decagon's Agent Operating Procedures (AOPs) allow non-technical teams to define complex AI agent workflows in natural language, which compile into code for precise execution. This enables rapid iteration and unparalleled transparency, moving beyond rigid, outdated automation.

Capabilities

Human-like conversation

Contextual resolution

Multi-step workflow execution

A/B testing

Quality assurance and monitoring

PII redaction

Hallucination detection

Voice authentication

Task Categories

Customer Support

Automation

Workflow Orchestration

Data Analysis

Pros

+Enables rapid iteration and faster time to value for AI agents
+Provides unparalleled transparency into AI agent decision-making
+Delivers trusted and high-quality results at scale with enterprise-grade guardrails
+Ensures consistent customer experiences across voice, chat, and email
+Offers robust testing, observability, and experimentation capabilities
+Significantly reduces support operations costs and increases CSAT

Limitations

-Pricing is enterprise-focused and not transparently listed for smaller businesses
-Per-resolution pricing can lead to debates over 'successful outcomes'
-Requires integration with existing tech stacks, which may involve initial setup effort
-No explicit mention of support for social media channels for customer interaction

Frequently Asked Questions

Your Actions

Dimension Scores

Ease of Use7/10

Output Quality8/10

Value for Money6/10

Customization6/10

Support7/10

Integration6/10

Task Scores

Auto Resolution

9

Multi Channel Support

9

Customer Satisfaction

9

Ticket Management

8

Live Chat

8

Escalation Rules

8

Knowledge Base

7

Sentiment Analysis

7

Trust Score

33/100

Limited Data

Based on 5 data signals

Reflects publicly available data, not an independent audit

Social Proof10/40

Customers (per vendor website)Hertz, Oura, Duolingo +7

Company Strength15/25

Team Size201-500

Company ListedDecagon AI, Inc.

Operational Trust8/20

Status PageView

Data ResidencyAzure AI Foundry ensures data residency

Switching & Migration

Migration Difficulty

Moderate Effort

Data portable as:

CSV

Email support

API Access

Quick Stats

Agent TypeWorkflow

CategoryCustomer Support

PlatformsWEB, API

Reviews0

LaunchedJan 2024

Setup TimeWeeks to months for full deployment, hours for initial setup with templates

Company & Links

Company Name

Decagon AI, Inc.

Launched

January 2024

Documentation Changelog

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