Decagon, the frontrunner in customer support AI technology, has announced a groundbreaking $65 million Series B funding round, pushing its total funding to $100 million and quadrupling its valuation in just a few months. This latest round was spearheaded by Bain Capital Ventures with notable contributions from Elad Gil, A*, Accel, BOND Capital, and ACME Capital. This influx of capital will accelerate Decagon’s mission to redefine enterprise customer support and enhance economic productivity.
Transforming Customer Support with Real-World AI Solutions
In a landscape buzzing with talk about AI agents, Decagon stands out by delivering tangible productivity gains from day one. Industry leaders like Duolingo, Notion, Rippling, Eventbrite, and Bilt rely on Decagon’s AI agents to manage customer interactions comprehensively—handling everything from data retrieval to conversation review.
“Working with Decagon was like hiring 65 agents overnight,” remarked Thatcher Foster, VP of Customer Support at Bilt. With a staggering 60,000 tickets processed monthly, Decagon’s AI agents now handle 70% of those inquiries, resulting in substantial savings and a more efficient support team.
Unmatched Complexity and Adaptability
What sets Decagon apart is its capacity to navigate the complexities of large business operations. Many enterprises grapple with intricate support systems, necessitating a solution that can learn, adapt, and innovate around their unique requirements. Decagon’s AI agents don’t just respond—they evolve, using customer feedback to continually enhance their performance. For some clients, this means managing millions of conversations annually with an impressive 90% resolution rate.
A New Era for Customer Support Roles
Decagon is not just automating tasks; it’s reshaping the future of customer support careers. By freeing representatives from mundane queries, the company enables them to take on more strategic, analytical roles. “At Decagon, we believe AI enhances jobs rather than replaces them,” stated Jesse Zhang, CEO of Decagon. As companies increasingly adopt AI agents, customer support teams will transition from routine task handlers to AI managers—configuring, training, and overseeing their AI counterparts.
Transparency and Control at the Core
Decagon champions transparency, believing that AI agents should not operate as “black boxes.” Their technology allows support teams to maintain control over every action and decision made by the AI, facilitating updates and training to expand the agents’ capabilities.
“A powerful AI should function like a personal concierge for each customer,” said Aaref Hilaly, Partner at Bain Capital Ventures. He praised the unique vision and execution skills of founders Ashwin and Jesse, which he sees as a rare combination for success.
Looking Ahead
The newly secured capital will be utilized to expand Decagon’s engineering team and enhance its go-to-market strategy, meeting the escalating demand for AI-powered customer support solutions. Plans are also in motion to branch into new verticals and introduce additional features like voice capabilities, ensuring Decagon remains at the forefront of the evolving landscape where AI not only automates but also enriches workforce productivity.
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