Decagon

AI agents should not be a black box. For businesses looking to scale their customer support operations, AI is a great solution — but the problem is, without the right tools, AI agent behavior is near impossible to understand & control. 👉 That's why Decagon has heavily invested into robust testing and observability tooling at *every* stage of the agent lifecycle. We know how crucial accuracy, reliability, and consistency are for exceptional customer experiences. To achieve this, you need complete visibility into and control over your AI support agents. With Decagon, you can do things like... 🧪 Validate pre-deployment. Leverage custom test suites to ensure your agent is correctly handling a wide range of user interactions before your AI agent goes live. ⚙️ Directly control behavior. Adjust your AI directly in your admin dashboard, even after deployment. You have the flexibility to manage changes directly or use our hands-on support. 🔄 Have continuous & real-time visibility. We’ve built the equivalent of CI/CD for your agents so that you never lose sight of performance. Examine specific customer interactions and dig deeper into AI decision-making. AI agents should never be out of your control. With Decagon, you can confidently manage every aspect of your AI agent’s behavior, ensuring your customers always get the best possible experience. Don’t leave your customer experiences to chance. Reach out to Decagon today to get started 🤝

We're excited to share the AI Agent Engine! After powering millions of conversations in production for our enterprise partners across a range of industries, we've created a comprehensive framework for implementing a successful AI agent system. Shoutout to our Product Lead Bihan Jiang for driving this 👏 Link to full post below.

Today, we're publishing the AI Agent Engine! 🙌 It's a distillation of our learnings from many successful deployments of AI agents at enterprises. Ultimately, this is what's required for a successful implementation of AI agents. Of course, this is specific to our space (customer service & experience), but the themes will carry over to any vertical. 1. First, you have the "AI agent", defined as a software system that can autonomously do the work of a human agent, such as looking up data, taking actions, making complex decisions, and writing personalized responses. This is the holy grail that everyone wants to get to. 2. Around it, the rest of the engine is designed to reinforce the AI agent and allow it to continuously improve. This starts with a mechanism (i.e. "Routing") that determines when the conversation should be escalated to a human in the loop. This is key because it allows you to roll out your AI agent incrementally. 3. Next, you have the AI tooling for your human agent to use that automates away mundane tasks, like drafting an answer, finding relevant information, polishing tone, etc. We call this "Agent Assist", and it's akin to a copilot. 4. Then, the conversations all feed into a central data platform, our "Admin Dashboard", that allows the leaders of the team to use LLMs to analyze the conversations. This will surface themes, trends, and anomalies in the data easily. It'll also identify gaps in your knowledge, for example, and proactively tell you how to fix them. 5. Finally, you need a way for human staff to "QA" the conversations to constantly give feedback. We've built this directly into the product. These components form the AI Agent Engine, a helpful framework for thinking about AI implementations. The full post written by Bihan Jiang, Kaylee George, and Cynthia Chen is below! 👇

Our GTM team is growing! We are hiring across SDR, AE, Strategic Accounts, and RevOps. If you are interested in learning more, DM me. https://lnkd.in/gNfhKgBi

🚨 Decagon is hiring deployment strategists! 🚨 We're looking for deployment strategists to work closely with, learn from, and best serve our growing customer base. You could be a good fit if you enjoy: - building deep relationships with customers 🤝 - deeply understanding & strategically solving pain points  🎯 - working with engineers to build products that provide maximum value to our customers ⚙️ The ideal candidate may come from various backgrounds: previous or aspiring founders, product managers, deployed engineers, customer success managers, etc. This is a unique opportunity to have lots of ownership at a fast-growing, ambitious startup during an exciting time. Join us! Link to apply in the comments below 🔗 #GTM #deploymentstrategy #hiring

Decagon reduced Curology's customer support costs by 65% Get in touch to see how we can do the same for your business! Read more: https://lnkd.in/gkSPuh3r

After partnering with Decagon, Curology expanded their support hours from 16 hours, 5 days a week to 24 hours, 7 days a week AND reduced customer support operation costs by 65% 🤯 Everyone deserves access to expert skincare — no matter where you are or what time of day it is. Reach out to Decagon today to book a demo. #customersupport #supporthours #skincare

Decagon is hiring our first GTM Recruiter! 🎯 We've raised $100M in funding and are building AI support customers truly love. Now, we need an exceptional recruiter to help scale our GTM function. We're looking for someone who: - Has a proven track record building GTM/Sales teams 📈 - Can own full-cycle recruitment end-to-end 🙌 - Is excited by a growing & fast-paced environment 🚀 Are you or do you know someone perfect for the role? Please apply or share! Link to the role in the comments 🔗 #GTMrecruiter #recruiter #hiring #ai #startups #aiagents #hiringGTM

Poor support has a cost that is often over-looked: silently unhappy customers. When customers have an issue, many would rather not reach out at all than fight through yet another disappointing support experience. Whether it's a new buyer returning their first purchase or a life-long customer canceling their subscription, businesses lose revenue from silent churn. But when your business delivers a truly great support experience, customers are motivated to reach out because they trust your business to actually help them. 🔑 The right AI support agent solution will increase top-of-funnel support ticket volume, but the number of tickets your human agents must process actually decreases. Read more in the comments below 🔗

I love hearing stories like these! 🤗 At Decagon, we're pushing the boundaries of AI agent helpfulness. We work closely with our customers to build delightful experiences for their end users.