Decagon

In the latest episode of Talk to My Agent, Max Lowenthal sits down with Adriana Karaboutis, former CIO at Dell Technologies and current board member across multiple global companies, to talk about how AI and customer experience strategies are converging across industries. This episode breaks down how… 🛍️ Retail has become the benchmark for seamless, always-on, personalized experiences 🔄 Breakthroughs in one industry quickly shape expectations in others ⚡ Tolerance for friction is rapidly declining across every customer touchpoint The conversation explores why customer experience is becoming the defining differentiator and what it takes to meet rising expectations in an AI-first world. 🎙️ Episode out now on Spotify Listen to the full episode below. ⬇️

We're not for everyone. And that's exactly the point. When I think about the leaders we bring onto Decagon, I'm not looking for the most polished resume or the biggest brand name. I'm looking for something harder to find: 🔹 Overlooked talent — the person who's been put in a box that doesn't fit them 🔹 Intensity with intentionality — serious about what they're building, and why 🔹 Context switchers — million dollar deal on one screen, a business challenge on the other and they don't flinch 🔹 High-slope coaches — people who get genuine joy out of taking a talented person and making them elite We win differently. Which means we hire differently. If you're reading this thinking "that sounds hard" - good. If you're reading this thinking "I want in" - let's talk. A great example of this leadership culture is Grant Proctor and the NYC Decagon GTM team. Grant has built something special from scratch, getting reps to close deals within their first 2 months in role. He and his team are doing it with incredible skill and energy - looking at you Chandan Yendamuri Bryon Lessner Elizabeth Pratt and Joseph Hudson! We're growing in New York and San Francisco! DM if you want to chat. S/O Nick Christolos Julian Jacobson for the inspiration 🔥

Building and iterating on agents fast enough to keep up with the consumer economy requires an intelligent partner. That’s where Decagon Duet comes in. Launched last month, Duet is already helping CX teams build self-improving agents by continuously analyzing conversations and suggesting improvements to accelerate hillclimbing. For Eight Sleep, Duet acts as a force multiplier, bringing the same rigor they apply to their product into their CX systems. The team is obsessed with performance and applying science, data, and precision to help people unlock better sleep. It’s no surprise that the same standard extends to how they build customer experiences. As teams like Eight Sleep push toward true AI concierge experiences, Duet is what makes that level of speed of iteration possible, and incredible customer experiences a reality.

Chat. Voice. Email. And now… Post. 📬 Meet Decagon Postal, the first AI agent built for snail mail.

We’re honored to be named the top AI CX company on this year’s prestigious Enterprise 30 for Late-stage companies, presented by Wing Venture Capital and Newcomer Media! It’s a huge testament to our incredible business customers, our ecosystem partners, and the hard-working team for staying locked-in on building an AI concierge for every customer. Thanks to our family of customers, partners, teammates, and investors for the support as we continue building the future of business-customer relationships with the power of AI. Onward!

We’re proud to share that Decagon is now ISO 27001 certified. Our mission is to help every business provide an AI concierge experience to every customer. That future only works if it’s built on a foundation of trust, and today marks an important step forward. As we continue to power the next generation of CX across consumer sectors like financial services, travel, retail, and healthcare, safeguarding our customers’ data is a top priority. As our Head of Security Ben Draffin notes, “Achieving ISO 27001 certification reinforces that we’re building with security at the core, so our partners can confidently deliver personalized, always-on support at scale.”

Safe to say, we like to win. If you want to work with a team that brings that same energy every day, we’re hiring. Check out open roles in the comments. 👇

Today, we’re introducing Decagon Labs. Over 80% of model traffic at Decagon now runs on models we’ve trained ourselves, purpose-built for enterprise CX. Decagon Labs is the team behind that work, focused on building specialized models and systems that power faster, more accurate, and more reliable customer interactions. Rather than relying on a single general model, we’ve built a network of specialized models working together to deliver true concierge experiences. This is research that ships and directly powers millions of real customer interactions. Also, we’re hiring engineers and researchers who want to work on problems like this and see their work directly make an impact. Deeper dives on our research in the comments. 👇

Today, we're excited to announce that Hunter Douglas, Inc. has joined the Decagon customer family. And we’re pulling back the curtain on how the global leader in custom window coverings has successfully deployed an AI concierge for every customer. We kicked off with Charmaine Vallance - Poole, Gabriel Pires, Hariss Amin and the team with the goal of replacing rigid IVR trees and slow resolutions with faster, more delightful customer interactions. Early results highlight what’s possible in modern CX: 🔸 Decagon-powered AI concierge conversations have already generated $1M+ in revenue 🔸 Consumers who engage with Decagon's agent have 85% higher average order value 🔸 Decagon's AI concierge is now handling ~40% of inbound volume, while maintaining world-class CSAT While it's still early days, we’re excited to partner with the Hunter Douglas team and help redefine what great customer experience looks like. Learn more about their story in the comments.

Last week, we brought the team together for our 2026 Sales Kickoff. We aligned on our priorities for the year ahead, shared stories from the field, and heard directly from customers about what’s working and where we can go even further. We also took time to celebrate the people driving that impact. From award winners to a (very competitive) pitch competition, it was a reminder of the talent and energy across this team. If this sounds like your kind of team, we’re hiring. Check out our open roles in the comments!