What it is
Decagon is an autonomous AI support agent. It handles a customer's whole request, including the action behind it.
What you'd use it for
You would use Decagon to let AI fully resolve your common tickets: a refund, a cancellation, an order-status check, a product question, including taking the action in your systems. It is built for high ticket volume, and leans toward fintech and other regulated industries.
Examples of use
A customer asks for a refund on an order that never arrived. The AI agent confirms the order, issues the refund, and tells the customer it is done, all in the same conversation.
Someone wants to cancel a subscription before the next charge. The agent walks them through it step by step and confirms the cancellation, so the request never reaches a person.
A shopper asks a detailed question about how a product works. The agent pulls the answer from the help centre and past tickets and replies in plain language.
A customer writes in at 2am to check where their order is. The agent reads the status from the back-end system and answers, so they are not waiting for the team to open.
A request comes in more tangled than a routine ticket. The agent hands it to a human agent with a short summary of what was already asked and tried.
The same five questions arrive dozens of times a day. The agent takes them off the queue, and the human team is left with the cases that need judgement.
How it works
It runs on AI models from several providers. Its own distinctive part is the Agent Operating Procedure: you write the steps you want the agent to follow in plain language, and Decagon turns that into the agent's behaviour, inside limits its engineers set.
How it compares
Decagon competes directly with Sierra and Ada. The difference is how you steer the agent: Decagon's pitch is plain-language operating procedures, Sierra leans on a no-code builder, and Lorikeet breaks complex cases into a strict step-by-step graph.
What others say
No major analyst has rated Decagon yet, which is normal for a young company. Outside signal is press coverage and customer results the company reports itself, so treat resolution and cost-saving figures as vendor claims.