Decagon
Type: app · Vendor: Decagon · Language: Web product · License: proprietary · Status: active · Status in practice: mature
Enterprise CX agent platform built around Agent Operating Procedures (AOPs) — natural-language workflow definitions that the AI agent executes across chat, email and voice with selective routing to human agents.
Description. Decagon ships an AI Agent Engine for customer support. The Core AI Agent is the primary contact point across chat, email and voice. AOPs let non-technical CX teams define agent workflows in natural language with enterprise guardrails. A Routing module decides when a request should escalate, and Agent Assist becomes a copilot for the human handler. Evaluation, observability and experimentation tooling sit around the agent for iteration.
Agent loop shape. Multi-channel agent: chat / email / voice converge on a single Core AI Agent governed by AOPs (natural-language workflows). The agent consults knowledge and executes multi-step workflows; the Routing module escalates to human handlers when an inquiry should not be handled by the AI, at which point Agent Assist gives the human copilot suggestions. An evaluation engine and Watchtower observability layer monitor behaviour.
Primary use cases
- enterprise CX agent across chat, email and voice on one logic layer
- natural-language workflow authoring via AOPs
- AI-to-human routing with copilot for human agents
- continuous evaluation and iteration on agent behaviour
Key concepts
- Core AI Agent (docs) — Primary contact across chat, email and voice.
- Agent Operating Procedures (AOPs) (docs) — Natural-language workflow definitions for the agent with code-like precision.
- Routing module → conversation-handoff (docs) — Decides when a conversation should not be handled by AI and routes to humans.
- Agent Assist (docs) — Copilot for the human agent who receives a handoff.
- Watchtower / evaluation engine (docs) — Observability and evaluation across the agent lifecycle.
Patterns this app implements —
- ★★Agentic RAG
Vendor describes a unified intelligence layer across channels relying on customer knowledge; AOPs pull in data and retrieve to take action.
- ★★Conversation Handoff to Human
Routing module is the dedicated handoff primitive; Agent Assist supports the human after handoff.
- ★★Tool Use
AOPs are described as enabling multi-step workflows and as integrating with support tools to take actions; vendor does not publish a tool-calling spec.
- ★Spec-First Agent
AOPs are an explicit spec layer authored in natural language, with enterprise guardrails, that drives agent behaviour.
- ★Multilingual Voice Agent Stack
Voice is a documented first-class channel for customisable voice agents with adjustable language and pronunciation.
- ★★Eval Harness
Evaluation engine + Watchtower observability ship alongside the agent for iteration, with always-on QA against custom scorecards.
Neighbourhood
Click any neighbour to follow the lineage. Scroll to zoom, drag to pan.
Alternatives & relatives
Listed as alternative by (4)
References
Provenance
- Last analyzed:
- Last updated:
- Verification status: verified