Decagon

🎉🏆 Huge congratulations to our customers Chime, ClassPass, Mercado Libre, Spring Health, and Wonder for being named this week to TIME’s TIME100 Most Influential Companies of 2026! From fintech, food, and fitness to international e-commerce and mental health, these innovative businesses have one thing in common: a genuine commitment to providing cutting-edge concierge customer experiences. We started Decagon because we believed every company, regardless of industry, deserves the technology to create the CX of their dreams. Seeing these winners recognized on the global stage for exactly that is a reminder of why this work matters.

Decagon has landed in Sydney. 🇦🇺 We're officially opening an office in Sydney to bring the AI concierge to Australia and the APAC region. Australian businesses are known for their ambition. They serve customers across large geographies and around the clock, and the opportunity to differentiate through every interaction has never been bigger. Leading companies like Afterpay, Contiki, ŌURA, Fusion Markets, and more are already working with Decagon to deliver concierge experiences globally. If you're based in Australia and want to help shape the future of AI in customer experience, we'd love to hear from you. Open roles are in the comments below. 👇

We're proud to partner with Block, a technology company on a mission to increase access to the global economy. Cash App makes people's money go further, and Square empowers merchants to build and grow on their own terms. Across every product, their mission is to expand economic opportunity for more people, everywhere. Decagon shares a similar ethos of empowerment because we believe businesses understand their customers better than any technology vendor ever will. When millions of people trust your products with their financial lives, every customer interaction carries that same weight. We are honored to help Block deliver an AI concierge experience that reflects the care and accessibility at the heart of everything they build.

We're bringing Decagon Dialogues on the road and we couldn't be more excited for our first stop: New York City. 🗽 Our co-founder Ashwin Sreenivas and Director of Product Bihan Jiang will be sharing what makes Decagon indispensable for the teams using it today. You'll also hear directly from customers on what's driving impact for their CX teams. Join us for live demos, first looks at new product features, and a rooftop reception to close out the evening. Thursday, May 14 | 2:30 to 6:00 PM | Triangle Loft NoHo, NYC Spots are limited. Request yours in the comments.

996 gets talked about like a proxy for ambition. Chloe Mark, our SVP of Operations and People, thinks that framing misses the point entirely. She joined Niki Nguyen on the Good Company podcast to talk about how you maintain a high-performing team when a company scales from 20 to 300 people in a year. For Chloe, it starts with being clear on the outcome you want and hiring people who can deliver it. At Decagon, that focus on outcomes shapes how we hire and how teams operate day to day. World-class people deliver, give them the room and urgency to do so and you’ll be amazed! Listen to the full episode in the comments.

We had the chance to sit down with Kirsten Green, founder and managing partner of Forerunner Ventures, for a conversation on what she's betting on right now and why. A few things that stuck with us: 🔹 The question investors used to ask, "is this an AI company?" no longer means anything. Every company either learns to move with AI or gets left behind. The only thing Kirsten evaluates now is whether a team can stay nimble and keep reinventing as the landscape shifts. 🔹 Consumers have been conditioned to expect the bare minimum from customer service. But the kind of experience where an agent knows your preferences and delivers proactive, personalized care has never existed at scale. That gap is the opportunity for Decagon. 🔹 During hypergrowth, every single person is a culture carrier to someone newer, even if you feel new yourself. That responsibility doesn't wait until you're senior. Grateful to Kirsten for the conversation and the continued partnership!

Today, we're launching two new capabilities that help teams improve their AI agents faster and with more clarity. As agents scale, teams need a systematic way to turn conversation data into improvements they can act on immediately. These new features are built to do exactly that: Automatic Optimization strengthens your agent’s logic across AOPs, guardrails, and brand guidelines using patterns learned from hundreds of enterprise deployments, helping teams keep workflows clean and effective as they evolve. Root Cause Analysis surfaces the highest-impact issues across real conversations, clusters them into clear themes, and shows teams exactly where to focus to improve performance. Together, these capabilities give teams a continuous, system-wide approach to improving their agents, with clear visibility into what to fix and how to fix it. These optimization tools are available through Duet, your AI partner for building and managing your agent across the platform. Read more in the launch blog below. ⬇️

Meet Indu Abhilash: engineer, powerlifter, motorcyclist, and waterfall chaser. In episode 2 of Side Quests, our series spotlighting the people behind Decagon and the passions they pursue outside of work, Indu shares what draws her to adventure and how it shapes her perspective. If you’re looking for your next main quest, we’re hiring engineers in SF, NYC, and London. Roles are linked in the comments. 👇

Today, we're excited to welcome SimplePractice to the Decagon customer family. Mental health professionals get up every day to help people— not bill them, chase down insurance claims, or troubleshoot software. SimplePractice built their platform around that truth. And with 250,000 practitioners and 20 million clients served, the mission is working. As they've grown into an industry leader, they've been steadfast to keep the meaningful human connection at the forefront. When it comes to supporting their customers, the answer was an AI concierge that gives every practitioner the right answer at the right moment while freeing human support to focus on the situations that genuinely need them. "We're now able to show up for people the way they deserve," says Rob Sanderson, Senior Director of Customer Intelligence. You can read more about their story below.

Decagon is now available on Google Cloud Marketplace and we’re also headed to Google Cloud NEXT this week. “Our vision has always been 24/7 AI concierge agents that give every customer the treatment they deserve. Realizing that vision requires building a strong ecosystem around it, and we’re excited to expand this work in partnership with Google Cloud,” explains our director of partnerships Kelsey Garvey. “Bringing Decagon's AI concierge platform to Google Cloud Marketplace will help enterprises quickly deploy and scale agentic customer experiences on Google Cloud’s trusted, global infrastructure,” adds Dai Vu, Managing Director, Marketplace & ISV GTM Programs at Google Cloud. “Decagon can now meet customers where they are, enabling them to leverage their existing cloud investments to deliver the next generation of customer experience.” Enterprises can now deploy directly within their existing Google Cloud environments, consolidating billing, applying committed cloud spend, and going from zero to production-ready agents in weeks. We're also taking the stage at Google Cloud Next 2026 on April 22 at 3:00 PM, Startup Theater; join us for a hands-on look at AI concierge in production. Read more in the announcement below. ⬇️