{"id":4393,"date":"2025-11-06T08:00:00","date_gmt":"2025-11-06T16:00:00","guid":{"rendered":"https:\/\/www.microsoft.com\/en-us\/startups\/blog\/?p=4393"},"modified":"2025-12-12T16:28:47","modified_gmt":"2025-12-13T00:28:47","slug":"decagon-building-the-ai-concierge-for-modern-customer-experience","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/en-us\/startups\/blog\/decagon-building-the-ai-concierge-for-modern-customer-experience\/","title":{"rendered":"Decagon: Building the AI concierge for modern customer experience"},"content":{"rendered":"\n<blockquote class=\"wp-block-quote has-quote-default-font-size is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>We\u2019re delivering the always-on concierge experience your customers deserve.<\/strong><\/p>\n<cite>\u2014Ashwin Sreenivas, Cofounder and Chief Technology Officer, Decagon<\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"transforming-customer-experience\"><strong>Transforming customer experience<\/strong> <\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/decagon.ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">Decagon<\/a> is quickly transforming the enterprise customer experience from rigid and generic to adaptive and personalized thanks to its unified, AI-native platform that brings agent development, testing, analytics, and deployment into one place. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Founded in 2023 by Ashwin Sreenivas and Jesse Zhang, the fast-growing company set out to put the some of the best artificial intelligence to work for the enterprise in a meaningful way, and quickly found the pain of the chatbot era was the perfect opportunity for not just important disruption, but real and measurable transformation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Now, many of the world\u2019s most respected enterprise companies rely on Decagon to build, manage, and scale AI agents that are capable of resolving millions of customer inquiries across chat, email, and voice\u201424 hours a day, 7 days a week.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Enabled businesses to achieve average deflection rates nearing 70%, with many businesses like&nbsp;<a href=\"https:\/\/decagon.ai\/case-studies\/duolingo\" target=\"_blank\" rel=\"noreferrer noopener\">Duolingo<\/a>&nbsp;achieving deflection rates well above 80%.<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Driven customer satisfaction score (CSAT) improvements for leading enterprises, with beloved brands like Oura reporting three times CSAT increases.<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Reduced the cost of support conversations, with popular consumer platforms like&nbsp;ClassPass&nbsp;reporting a&nbsp;95% decrease&nbsp;in the cost of support conversations.\u00b9<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-a89b3969 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.microsoft.com\/en-in\/startups\/\" target=\"_blank\" rel=\"noreferrer noopener\">Learn more about partnering with Microsoft for Startups<\/a><\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"the-future-is-agentic-ai\"><strong>The future is agentic AI<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Decagon makes it easy to build a flexible, intelligent, and deeply human customer concierge experience for any enterprise use case. And even within a highly competitive landscape, Decagon goes one step further than the rest with its <a href=\"https:\/\/decagon.ai\/product\/aop\" target=\"_blank\" rel=\"noreferrer noopener\">Agent Operating Procedures (AOPs)<\/a>\u2014natural language instructions that compile into structured logic for agents to reliably execute workflows. AOPs let teams teach their agents the same way they\u2019d onboard a new teammate, describing what to do, how to do it, and under what conditions to adapt. The result is human-readable, machine-executable reliability.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Decagon\u2019s approach eliminates the friction of traditional coding-heavy software development kits (SDKs) that function as black boxes for business users. Now, customer experience (CX) and product teams can directly design, test, and refine agent behavior without asking for engineering resources or relying on expensive professional services. At the same time, Decagon\u2019s AOPs give technical teams full control over how the agent operates under the hood. They can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Write tools that extend AOPs by triggering actions in core systems (customer relationship management, billing, fulfillment, and more.)<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/decagon.ai\/product\/integrations\" target=\"_blank\" rel=\"noreferrer noopener\">Integrate<\/a>\u00a0internal knowledge bases to inform the agent\u2019s reasoning and ticketing systems and\u00a0contact center as a service (CCaaS)\u00a0platforms to escalate conversations when needed.<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Manage version control through Git and connect to custom alerting tools like PagerDuty, Slack, or email.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The result is a new model for enterprise AI that is fast, secure, personalized and adaptable.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"the-microsoft-azure-advantage-for-fine-tuning-decagon-s-concierge-ai\"><strong>The Microsoft Azure advantage for fine-tuning Decagon\u2019s concierge AI<\/strong><\/h2>\n\n\n\n<blockquote class=\"wp-block-quote has-quote-default-font-size is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>Customer experience shouldn\u2019t be a cost center. It should be a growth driver that delivers personalized, concierge-like interactions across every channel.<\/strong><\/p>\n<cite>\u2014Cyrus Asgari, Lead Research Engineer for fine-tuning, Decagon <\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">To deliver all day, every day concierge AI for its customers, Decagon has to ensure its agents can handle any situation or scenario. To do so, Decagon runs a multi-model AI stack designed for agent orchestration at scale. <a href=\"https:\/\/azure.microsoft.com\/en-us\/pricing\/purchase-options\/azure-account\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft Azure<\/a> plays a central role in this ecosystem by helping host a diverse set of models, and Decagon leverages Azure to host both off-the-shelf and fine-tuned variants, deployed across regions for low-latency, high-availability inference. This architecture enables Decagon to deliver enterprise-grade reliability while retaining the flexibility to orchestrate specialized models within its agent pipeline.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">During the fine-tuning process, the Decagon team discovered that models could easily become too narrowly focused on specific patterns in the training data, a problem known as overfitting. To overcome this, Decagon made substantial investments in diversifying their training data, refining their training methods, and developing thorough evaluation strategies. These efforts were crucial in building AI agents that can adapt to real-world customer needs and deliver reliable, high-quality support even when faced with novel or complex inquiries. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Now, <a href=\"https:\/\/ai.azure.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Azure AI Foundry<\/a> helps Decagon deploy fine-tuned models close to users, reducing latency while ensuring data residency and security requirements are met. To deliver reliable, real-time responses across millions of interactions, Decagon relies on Azure\u2019s global scale and enterprise readiness. Its multi-model AI stack runs across multiple regions and includes both proprietary and third-party models orchestrated in real time. Azure\u2019s infrastructure also enables safe, iterative deployment so that each model version can be rolled out, evaluated, and, if needed, rolled back without disrupting live production. <\/p>\n\n\n\n<blockquote class=\"wp-block-quote has-quote-default-font-size is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>Azure gives us the ability to host diverse models across regions, maintain high availability, and intelligently route traffic. That combination of performance, redundancy, and monitoring is critical for an enterprise-grade product.<\/strong><\/p>\n<cite>\u2014Cyrus Asgari, Lead Research Engineer for fine-tuning, Decagon <\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"measuring-success-with-precision\"><strong>Measuring success with precision<\/strong> <\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Decagon\u2019s evaluation framework uses both offline and online metrics to ensure quality and adaptability. Offline testing includes model accuracy, F1 scores, and human-annotated preference labels. Once live, online evaluation continuously monitors real-world outcomes such as resolution rate, latency, and customer satisfaction.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This comprehensive, data-driven approach is powered by a strong <a href=\"https:\/\/azure.microsoft.com\/en-us\/blog\/the-signals-loop-fine-tuning-for-world-class-ai-apps-and-agents\/?msockid=25d4adc1dc8c6bc41a37bb41ddb56a35\" target=\"_blank\" rel=\"noreferrer noopener\">signals loop<\/a>: customer interactions generate valuable signals that feed back into the system, enabling Decagon to rapidly iterate and optimize its models in response to real-world usage. For enterprises, this means every customer interaction is backed by a system that is constantly learning and improving, allowing Decagon to deliver the seamless, human-like experiences that define its platform. <\/p>\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69ec3eb92ffe3&quot;}\" data-wp-interactive=\"core\/image\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on-async--click=\"actions.showLightbox\" data-wp-on-async--load=\"callbacks.setButtonStyles\" data-wp-on-async-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.microsoft.com\/en-us\/startups\/blog\/wp-content\/uploads\/2025\/11\/Decagon-x-Azure-Inline-final-11-5-2025.webp\" alt=\"Tan graph with black text and colorful company logos\" class=\"wp-image-4419 webp-format\" srcset=\"\" data-orig-src=\"https:\/\/www.microsoft.com\/en-us\/startups\/blog\/wp-content\/uploads\/2025\/11\/Decagon-x-Azure-Inline-final-11-5-2025.webp\"><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on-async--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"empowering-enterprises-to-scale-concierge-cx-with-confidence\"><strong>Empowering enterprises to scale concierge CX with confidence<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">With Azure, Decagon delivers the reliability and flexibility modern enterprises need to scale customer experience with confidence. Its AI agents go beyond automated rigidity to deliver intelligent, personalized support that feels truly human.  <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">From adaptive reasoning and enterprise-grade security to proactive knowledge management, Decagon\u2019s platform gives organizations full visibility and control over every customer interaction. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Decagon is just one example of the power of partnering with Microsoft for Startups. If you\u2019re building with AI, reimagining customer experience, or tackling another enterprise challenge, we\u2019d love to learn more about what you\u2019re creating. <\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-a89b3969 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.microsoft.com\/en-in\/startups\/\" target=\"_blank\" rel=\"noreferrer noopener\">Get started with Microsoft for Startups today<\/a><\/div>\n<\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<p class=\"wp-block-paragraph\">\u00b9 <a href=\"https:\/\/www.theinformation.com\/articles\/classpass-got-support-bot-par-humans\">How ClassPass Got Its Support Bot on Par With Humans<\/a>, The Information.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Decagon is quickly transforming the enterprise customer experience from rigid and generic to adaptive and personalized thanks to its unified, AI-native platform that brings agent development, testing, analytics, and deployment into one place.<\/p>\n","protected":false},"author":1,"featured_media":4412,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ms_queue_id":[],"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","_alt_title":"","ms-ems-related-posts":[],"footnotes":""},"post_tag":[19],"content-type":[202],"job-role":[],"topic":[387],"coauthors":[489],"class_list":["post-4393","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","tag-azure","content-type-startup-stories","topic-ai","review-flag-7-1750334681-192","review-flag-alway-1750334677-28","review-flag-artif-1750334691-224","review-flag-integ-1750334676-263","review-flag-new-1750334675-317"],"yoast_head":"<!-- This site is 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