Decagon raises $131M to deliver personalized AI agents for every consumer

Decagon AI Raises $131M to Build Personalized AI Agents for Customer Support

Decagon AI Inc., a startup focused on AI-powered customer service agents, has secured $131 million in its latest funding round. This Series C investment values the company at $1.5 billion and was led by Andreessen Horowitz and Accel, with participation from existing investors like A*, Bain Capital Ventures, and Ribbit Capital.

The company offers both text- and voice-based bots that automate customer interactions across channels including chat, email, and phone calls. What sets Decagon apart is its bots’ “agentic” abilities—they can perform actions on behalf of customers throughout the entire support lifecycle.

How Decagon’s AI Agents Work

Decagon’s bots use complex business logic to handle tasks such as reasoning through customer requests, analyzing trends, and updating knowledge base articles. They learn and improve over time by incorporating customer feedback, making their support increasingly effective.

The startup combines third-party large language models with proprietary, fine-tuned AI algorithms. This hybrid approach allows Decagon to mix different models and find the best combination for specific customer service tasks. The company continually tests these setups to ensure responses remain helpful, friendly, and accurate without producing harmful or incorrect outputs.

Market Position and Customers

In just 12 months, Decagon has raised over $230 million, including a $65 million Series B and a $35 million Series A. This positions them among the top-funded startups in AI-powered customer support, competing with giants like Salesforce and specialized firms like Sierra Technologies.

Notable clients include Hertz, Duolingo, Eventbrite, and Chime Financial. Chime, for example, has reportedly cut contact center operating costs by over 60% while doubling its customer satisfaction scores using Decagon’s AI agents.

What’s Next for Decagon?

With this new funding, Decagon plans to expand its teams and increase sales efforts to reach more enterprises. Their vision is to provide every brand with a personalized AI agent that customers can interact with anytime—an agent that understands their needs and acts on their behalf.

Decagon’s CEO described this as a new way for consumers to engage with brands—proactive, intelligent, and genuinely satisfying customer experiences that operate 24/7.

Why Customer Support Professionals Should Take Note

• Automation with depth: Decagon’s bots don’t just respond; they take meaningful actions, reducing manual workload.
• Continuous learning: The AI adapts based on real customer feedback, improving over time.
• Customizable solutions: Companies can tailor these AI agents to fit their unique customer service needs.

For customer support teams interested in AI-driven automation and improving service efficiency, understanding solutions like Decagon’s can offer valuable insights into the future of customer interactions.

To explore how AI can enhance customer support skills and workflows, check out Complete AI Training’s courses for customer support professionals.