As AI technology evolves, its presence in customer service will only grow more significant. Indeed, 70% of CX leaders plan to integrate generative AI into many customer touchpoints within two years.
This shift towards AI-driven solutions has spurred the emergence of innovative platforms like Decagon AI, which aims to automate customer support using AI. In this article, we’ll dive into what Decagon AI is and its core features, and explore the best alternatives available in 2024.
Decagon AI is a startup that provides enterprise-grade generative AI solutions for customer support. Jesse Zhang, co-founder of Decagon, notes that “human agents are capable of complex reasoning,” which Decagon’s bots emulate by learning from past conversations and integrating with other apps to perform actions like processing refunds.
Leveraging natural language processing (NLP) and machine learning, Decagon AI can understand customer inquiries, predict their needs, and deliver personalized solutions in real-time. The platform integrates seamlessly with various communication channels, including chat, email, and social media, ensuring a consistent and efficient customer experience across the board.
Decagon AI was co-founded by Jesse Zhang and Ashwin Sreenivas. Jesse Zhang’s background includes a stint as a software engineer at Google and founding Lowkey, a social gaming platform later acquired by Niantic. Ashwin Sreenivas, with experience as a deployment strategist at Palantir and co-founder of the computer vision startup Helia (acquired by Scale AI)
Since its inception, Decagon AI has attracted substantial interest from investors. In 2023, the company secured its first round of funding, raising $10 million from leading venture capital firms, including Andreessen Horowitz. In 2024, Decagon AI closed a Series A funding round, bringing in an additional $25 million, which enabled the company to enhance its technology stack and scale its operations.
“Our AI-powered analytics dashboard automatically reviews and tags customer conversations to identify themes, flag anomalies and suggest additions to their knowledge base to better address customer inquiries.” — Jesse Zhang, Founder and CEO of Decagon AI
While traditional chatbots have served as an essential tool for basic customer interaction, human-like AI agents represent the next step in providing a more natural, efficient, and personalized experience for users. Jesse Zhang explains:
“Human-like AI agents are not just about mimicking human conversation; they are about understanding and anticipating needs in a way that traditional chatbots simply cannot. This evolution is what will redefine customer engagement in the coming years.”
Here, we compare human-like AI agents to traditional chatbots in five key aspects:
While Decagon AI positions itself as the “most advanced AI platform for customer support,” teams of all sizes are choosing Voiceflow to launch tailored AI customer experiences at four times the speed and scale.
Trusted by over 250,000 teams — including Intuit, LVMH, and IHG Hotels — Voiceflow empowers enterprises to build secure and scalable AI agents. For instance, Trilogy leveraged Voiceflow to automate 60% of their L1 and L2 customer support tickets with an AI agent powered by a curated knowledge base.
Request a Voiceflow enterprise demo today to discover how we can help your team build and deploy human-like AI agents at scale!
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