Decagon

Watching a company as beloved and impactful as Figma reach this milestone is nothing short of inspiring. From redefining collaborative design to building a product that teams around the world genuinely love, this is a well-earned moment. We’re lucky to work with some of the most visionary teams out there— and Figma is one of them. It’s always special to see our customers win big. Congratulations to Dylan Field, Heath Rogers, and the entire Figma team! 🎉

We're hosting an evening of conversations, networking, and light bites at Accel's rooftop in SF! We’ll be sharing how our AI agents are redefining customer experience and the unique roles we’re hiring for, including Agent Software Engineers and Agent PMs. If you’re excited about building AI that solves real problems at scale and want to work with a world-class team, then come say hello! 📍 Location: Accel, 35 S Park St, San Francisco, CA 📅 Date: Thursday, August 7th ⏰ Time: 6:00 PM – 8:00 PM 🔗 Registration link in the comments.

How do we keep our AI agents on-brand, compliant, and trustworthy at scale? In our latest blog post, Sangwoo Bae breaks down the layered guardrail system we’ve built to ensure predictable, reliable agent behavior before, during, and after every customer interaction. 🔒 Before – Regression testing catches failures before they ever reach production 🔒 During – Real-time guardrails monitor for hallucinations, bad actors, and topics that require human escalation 🔒 After – Decagon Watchtower reviews every conversation for compliance, anomalies, and improvement opportunities Even with highly capable models, unpredictability in just a small percentage of conversations can create serious risks for your business. Whether you're a CX leader, product owner, or engineer deploying AI agents in the wild, this blog is for you. 👇 Full post in the comments.

Great night in Dallas! Huge thanks to the customers and prospects who joined us for dinner. We always walk away from these conversations with sharper insights and even more conviction in what we’re building.

The most customer-obsessed product teams are completely rethinking how they partner with CX. Join us August 6 for a conversation with Max Lowenthal (Director of Agent Product Management) and Bihan Jiang (Product Lead) on how AI is transforming this partnership, and what it means for the future of product development. This session is for PMs, CX leaders, and anyone focused on building smarter, faster, more customer-centric experiences. We’ll cover: 🧠 How AI agents are making customer signals more actionable than ever 🤝 Why tight product-CX alignment leads to faster iteration and better outcomes 💡 Real-world stories of product decisions shaped by CX feedback 🔄 The mindset shift PMs need to keep pace with today’s customer expectations 🔗 Register today: https://lnkd.in/gty9grk3

Choosing a conversational AI platform shouldn’t feel like guesswork. AI is transforming customer experience faster than any other function, but for most teams, evaluating vendors still feels murky. Our latest guide helps make the process clearer, faster, and more confident. Inside, you'll find: ✅ What makes a conversational AI platform agentic, and why it drives better outcomes ✅ A 5-lens framework for evaluating platforms across integration, workflows, metrics, product design, and customer experience ✅ The real tradeoffs of building in-house vs. buying ✅ Best practices for safe, fast, enterprise-scale deployment ✅ How teams at Notion, Rippling, and ClassPass are seeing measurable ROI with Decagon Whether you’re just starting or deep into vendor conversations, this guide will help you move with confidence. 📚 Link in comments.

AI agents are only as good as their behavior in the real world. And without testing, it’s impossible to know what that behavior will be. In a new blog post, Decagon Product Manager Sophia Song breaks down how our integrated testing suite gives CX teams confidence before deploying to production. Testing is built directly into our platform, so the same place you define agent logic is where you validate, simulate, and debug. ✅ Real-time previews to spot issues fast 🧪 Unit + integration tests for consistent, policy-aligned behavior 🎯 Scaled simulations to catch drift and regressions 🔎 Full execution traces for deep inspection The result? Agents that are fast, reliable, and on-brand every time. Blog link is in the comments.

Join us on August 6 for a live conversation with Max Lowenthal (Director of Agent Product Management) and Bihan Jiang (Product Lead) on how AI is transforming the product-CX partnership! As AI reshapes how companies interact with their customers, the line between product and CX is becoming blurrier—and the partnership more essential than ever. Max and Bihan will explore: ✅ What the product-CX relationship used to look like (and why it often broke down) ✅ The AI-powered changes enabling CX to be a true co-pilot to product teams ✅ Real examples of CX feedback shaping high-impact product decisions ✅ The mindset shift modern PMs need to build better customer-centric experiences ✅ A look ahead at how AI agents will reshape how customer feedback is gathered, understood, and acted on If you’re a PM or CX leader navigating this partnership, this one’s for you. Sign up using the registration link in the comments!

Our full customer case study with Chime is now live! Fresh off their IPO, Chime set out to automate support at scale without compromising speed, trust, or member experience. Through deep evaluation and close collaboration, they selected Decagon to help power both voice and chat support. The results: ✅ 70%+ resolution across channels ✅ Significant reduction in support costs ✅ Marked increase in customer satisfaction ✅ 1 million+ calls per month with no reliability issues On top of all that, every interaction now fuels product improvement. Support has become a source of live customer intelligence, closing the loop between experience and innovation. This is what modern CX infrastructure looks like. We’re proud to be a technology partner working alongside the Chime team. Check out the full case study in the comments.

🚨 New exciting opportunity at Decagon! We’re hiring our first Customer Enablement Lead to build and shape our enablement program! In this role, you'll own Decagon’s customer enablement strategy and partner closely with Solutions Engineering, Agent Product Management, and Product Marketing to design programs that help our customers get the most out of our platform. As adoption accelerates, we need scalable, high-impact programs that empower our customers to confidently deploy and evolve their AI agents. If you're energized by ownership, customer impact, and scaling a fast-growing program, we’d love to chat with you. 👇 Full job description in the comments.