Decagon

Decagon builds AI agents that handle customer service for big companies. One agent answers chat, email and phone calls, looks up the customer's account, and takes real actions like rebooking a trip, applying a membership perk or processing a refund. Brands such as Chime use it, and Chime reports about 70% of chat and voice conversations resolved without a person.

You tell the agent how to handle each situation with what Decagon calls Agent Operating Procedures: step-by-step instructions written in everyday language, which your support team can change without engineers. It comes with tools to test the agent on thousands of pretend conversations, run A/B tests, check quality on every conversation and spot what customers keep asking about. Voice 3, released in October 2026, handles phone calls in more than 70 languages.

The catch: it's for large companies only. There's no public pricing, no trial and no self-serve sign-up. Third-party estimates put most contracts well over $100,000 a year. Small and medium businesses should look at Intercom, Tidio or Chatbase instead. Most published results come from Decagon and its customers rather than independent tests.

• Large consumer brands
• Fintech companies
• Travel companies
• Enterprise support teams

Large companies with big support teams that want AI to handle most customer chats, emails and calls.

• Chat, email and voice

  One agent works across every channel and remembers the customer between them.

• Agent Operating Procedures

  Write how the agent should handle each situation in everyday language, then change it whenever you like.

• Real actions

  Connects to your systems so it can refund, rebook, update accounts and apply offers, not only answer questions.

• Testing and A/B tests

  Run the agent through thousands of pretend conversations and test changes on live traffic before rolling them out.

• Quality checks

  Watchtower reviews every conversation and flags the ones that went wrong.

• Customer insights

  Reports on what customers ask about most, where the agent struggles and which help articles are missing.

• Our pick

  Enterprise

  Custom

  Large companies with high support volume.

  • Chat, email and voice agents
  • Pay per conversation or per resolved conversation
  • Testing, quality checks and insights
  • Hands-on setup from Decagon's team

Prices in USD unless noted, checked 3 November 2026. Vendors change plans often, so confirm on their site before you buy.

Ways Decagon can slot into your week.

1. 1

   Handle routine requests

   Let the agent process refunds, address changes and account questions, and pass the hard ones to staff.

2. 2

   Answer the phones

   Replace a phone menu with a voice agent that understands the caller and fixes the issue on the call.

3. 3

   Serve customers in their language

   Answer chats and calls in dozens of languages without hiring for each one.

4. 4

   Find gaps in your help content

   Use the insights reports to see what customers keep asking that your help centre doesn't answer.

Decagon sits on top of the help desk you already run, such as Zendesk or Salesforce, and hands conversations to your human team there. Sierra is its closest rival for large companies. Smaller businesses get most of the benefit from Intercom's Fin or Tidio's Lyro for a fraction of the price.

The closest alternatives to Decagon in the library, best rated first.

• 

  Intercom

  4.2

  Best for answering common customer questions automatically

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• 

  Attio

  4.1

  Best for A CRM that fills itself in from email and calendar

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• 

  Close

  4.1

  Best for calling and texting leads straight from the CRM

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• 

  Hyperbound

  4.1

  Best for practising cold calls before going live

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