Decagon, the leading innovator in customer support AI Agents, today announced it has raised a total of $100 million, including its latest Series B funding round, quadrupling its valuation in just a few months. The $65 million round was led by Bain Capital Ventures with participation from Elad Gil, A*, Accel, BOND Capital and ACME Capital. This funding will accelerate Decagon’s mission to transform enterprise customer support and unlock new levels of economic productivity.
There’s been so much hype around AI Agents, but where are the real use cases? Decagon sets itself apart with an AI Agent that drives tangible productivity gains for its customers from the start. Industry leaders like Duolingo, Notion, Rippling, Eventbrite, and Bilt use Decagon’s AI Agents to manage customer interactions from start to end, including fetching data, taking actions, and reviewing conversations. Decagon’s customers have seen significant efficiency improvements, enabling them to serve customers better with fewer human resources, while elevating the roles of existing customer support teams.
"Working with Decagon was like hiring 65 Agents overnight,” said Thatcher Foster, VP of CS at Bilt. “We get 60,000 tickets per month. 70% of those are being handled by Decagon’s AI Agents. Our monthly savings is hundreds of thousands of dollars. Our Agent teams became much stronger, the ones we retain are real product experts.”
What has made Decagon’s offering unique is its ability to capture complex business logic. Large companies have a high level of complexity in their support operation, and they require a solution that innovates around the nuances of their business, learns from feedback, and adapts to new conversations. Decagon is transforming enterprise customer experiences with its innovative AI Agent that can surface voice-of-customer insights and use them to constantly improve its performance. For certain customers, Decagon is handling millions of conversations per year and achieving 90% resolution.
Ultimately, Decagon is driving the future of work, where customer support roles are transformed into high-value positions requiring analytical and technical skills. Decagon’s technology automates repetitive tasks, resolves routine queries, and reduces response time pressure, freeing customer service representatives from reacting to every customer question to strategically building their support operation. Customers have reported transitioning their support teams to higher-level roles, where they are now managing and overseeing AI Agents rather than answering every Tier 1 ticket.