Decagon Unveils AI for the Era of Personal Agents at Dialogues

New products for the next frontier headline the company's second annual flagship conference, plus new partnerships and industry-leading speakers

SAN FRANCISCO--(BUSINESS WIRE)--Decagon, the leader in conversational AI agents for concierge customer experiences, today hosts its second annual flagship conference, Decagon Dialogues, ushering in an era of AI that meets customers — and their agents — however they choose to engage. With Voice 3, Personal Agent Gateway, Agent Modules, and Duet Apprentice, Decagon is meeting the moment where customers expect to be treated like someone the business already knows, not a ticket number in a queue.

Frontier AI models are intelligent about the world in general, but a model that knows the world is not the same as one that knows a specific business: its policies, its systems, its customers, and the knowledge that used to live in one person's head. Closing that gap is what Decagon spent the last year building toward, and today's product launches are the result.

Frontier models keep improving, but still don’t account for the nuances of how an agent should sound on the phone, how it should interact with a customer versus that customer’s personal agent, how a bank conducts a fraud dispute versus how an airline rebooks a stranded passenger, or how a company onboards and trains its best teammates.

Each product announced today delivers that expertise:

• Voice 3 knows customer experience, combining a new duplex architecture with Chord, the first voice model from Decagon Labs, for more natural customer conversations. Most voice agents combine general-purpose speech models with cascaded pipelines that struggle to coordinate conversation with ongoing work. Customers hear the result in stiff delivery and awkward pauses or interruptions. The Chord voice model is built for the intonation and natural pauses of a live call, slowing down for details like confirmation codes, then returning to a conversational pace. Voice 3 also introduces a new duplex architecture where conversation and task execution run in parallel, letting the voice agent narrate its progress and answer follow-up questions during a long-running task, rather than putting the customer on hold.
• Personal Agent Gateway knows your customers however they arrive, helping you identify and serve personal agents on your terms. Personal agents like Muse, Instinct, and dots now book, buy, cancel, and negotiate for customers, and they are already showing up in support queues. Personal Agent Gateway detects whether a human or a personal agent is on the other end, using signals from your business, such as account history, and from the platform, like request cadence. Personal agents are routed to a dedicated channel where your agent resolves requests directly in a fraction of the time and cost. Personal Agent Gateway authenticates the agent, limits what it can do, and requires approval from the owner behind it for sensitive actions, declining if they can't be reached.
• Agent Modules know your industry, extending your agent across the customer journey in financial services, travel and hospitality, healthcare, retail, technology, and telecom. Expanding beyond traditional support requires teaching your agent new workflows, requirements, and measures of success. Instead of requiring teams to build the infrastructure for each journey from scratch, modules bring together the orchestration each journey requires, adapted to your specific processes and business context. As modules extend your agent across more journeys, a shared management layer lets each team manage its part of the agent with separate access controls, while giving admins visibility across the whole customer relationship. Memory carries across conversations and channels, so the customer from a sales call last month is recognized when the onboarding call begins.
• Duet Apprentice knows your business, enabling your agent to learn like your best people and keep pace as your business changes. With Apprentice, Duet studies your existing internal resources and learns from the escalated conversations your experienced reps handle. That knowledge grounds how it drafts Agent Operating Procedures (AOPs), runs Simulations, and analyzes conversations. Duet also keeps learning and working alongside your team after launch, following Slack and Microsoft Teams discussions as policies and plans change. Tag Duet into a thread and it can draft the AOP updates; when something is ambiguous, it proactively asks for clarity in the same channel. What Duet learns belongs to you, stays in your workspace, and isn't used to train models outside it.

Frontier models know the world. They do not, on their own, know any one business, and that is the gap Decagon exists to close.

“The promise of AI within customer experience is not just a support channel that happens to use AI, but a singular ‘front door’ for customers to interact with a business and carry them through the entire journey,” said Jesse Zhang, Co-founder and CEO of Decagon. “With these new products and partnerships, we’re bringing this vision to reality.”

Speakers across industries share how Decagon changed their businesses.

This year's Dialogues lineup brings together experts from retail, healthcare, travel and hospitality, insurance, finance, and technology, all using Decagon to deliver concierge experiences. Select speakers include:

• Eric Phillips, Senior Vice President and Chief Digital Officer, Delta Air Lines, joins the opening keynote to discuss how AI is reshaping customer experience at one of the world's largest airlines.
• Samuel Liyanage, Vice President of Digital Customer Experience, and Misty Shafer Sterne, Vice President of Commercial Technology, both of American Airlines, explain how to design AI-powered journeys that build trust and loyalty.
• Adam Terk, Vice President of Operations, Carrot, connects the healthcare experience across every touchpoint a patient has with the business and shares the outcome.
• Diana Rainesh, Senior Vice President of Strategy & Analytics Support & Operations, Ticketmaster, describes using AI to power product discovery and personalization at scale.

Partnerships take customer service to the next level

In addition to recently announced partnerships with companies like OpenAI and AWS, Decagon continues to expand its ecosystem capabilities:

• Decagon is partnering with Databricks to bring governed enterprise data into every customer conversation. Many of the most useful answers a Decagon agent could give — order status, entitlements, product usage, payment history — live in the Databricks Data + AI Platform rather than the conversation itself. Historically, surfacing that context meant building and maintaining bespoke data pipelines, with sensitive customer data copied into a new system each time. Working with Databricks, Decagon agents now read that record directly, so agents act on real-time customer context with no ETL and no new copy of the data. Conversation data flows back the same way, enriching Databricks tables with intent, sentiment, and root-cause insights. The partnership will also extend to inference: Decagon has joined Databricks' Built on program and will route model calls through Unity Gateway, so governance, lineage, and audit trails cover agent activity the same way they cover the rest of a customer's data estate. Decagon is also a launch partner on Databricks Marketplace, letting customers purchase Decagon through their existing Databricks relationship.
• Decagon and Plaid are partnering so AI agents can complete complex financial tasks directly within a conversation. Many of the most common requests in financial services require the customer to log into their bank first. That means sending them outside the conversation to authenticate their account, which breaks the conversation and often ends it. Working with Plaid, Decagon agents can resolve account issues in real time, within the agent conversation. Consumers can complete a claim, recover a failed payment, manage applications, and handle disputes with full context from prior conversations, including the steps that require financial account access. The partnership ensures trust and safety, operating at the level of oversight financial services require. Plaid powers consumer-permissioned account access, and agent guardrails stay exactly as Decagon’s financial services customers already run them.

Learn more about today's announcements on the Decagon blog.

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver an AI concierge for every customer. Our technology helps enterprises like Delta Air Lines, American Airlines, Deutsche Telekom, Ticketmaster, Hertz, Affirm, and Snap Inc. deploy AI agents for personalized, always-on interactions across voice, chat, email, SMS, and every other channel.

Headquartered in San Francisco with six offices around the globe, we’re proud to be backed by world-class investors who share our vision to build meaningful connections between brands and customers that are authentic, intelligent, and truly satisfying. To learn more, please visit www.decagon.ai.