Decagon raises series C at $1.5B valuation to deliver concierge customer experience
June 23, 2025
Written by Jesse Zhang
We’re thrilled to share that just one year after emerging from stealth, Decagon has raised a $131M series C at a $1.5B valuation. This milestone reflects not only the relentless dedication of our team, but also the deep belief and support of our incredible customers and partners. They’ve embraced our mission to empower every brand to deliver concierge customer experience, and we’re honored to be their trusted partner on that journey.
Imagine the next time you want to book a hotel room, upgrade a seat on a flight, reorder a lost credit card, or return a piece of furniture. Instead of waiting on hold for 90 minutes and explaining all the context, you have a personalized AI agent that you can talk to 24/7 that knows everything about you and can take actions on your behalf. It’s a completely new way for consumers to interact with every brand.
Co-led by returning investors Accel and Andreessen Horowitz, the round also included participation from existing investors A*, Bain Capital Ventures, and BOND, and new investors Avra, Forerunner, and Ribbit Capital.
This funding marks a pivotal chapter in our journey. With it, we’re doubling down on our vision to build meaningful connections between brands and customers that are authentic, intelligent, and truly satisfying.
The Decagon difference: Agent Operating Procedures (AOPs)
Rather than relying on the same professional services approach as the rest of the industry, Decagon takes a product-driven approach to build, optimize, and scale AI agents— delivering speed and adaptability without compromising on quality. At the heart of this approach are Agent Operating Procedures (AOPs).
AOPs combine the power and flexibility of natural language with the precision and rigor of code. Similar to how humans learn Standard Operating Procedures (SOPs), AOPs let CX teams use natural language to teach AI agents how to handle specific scenarios with the right care and context. These natural language instructions automatically compile into code to dynamically handle complex, real-world situations, without needing custom engineering work for every new use case or iteration.
With AOPs:
- CX operators can quickly create and iterate on AI agent logic using natural language, elevating them into CX architects with hands-on AI proficiency.
- Technical teams retain full control over the underlying code, enabling them to enforce guardrails, connect with internal systems, and fine-tune behavior as needed.
This dual-layered product-driven approach empowers businesses to rapidly scale concierge customer experiences, while maintaining the security, rigor, and customization enterprise environments demand.
Redefining connection: From reactive to authentic relationships
Despite increasing customer expectations, most brand-customer relationships are still reactive. Customers reach out when something goes wrong, and brands scramble to respond. This model is fundamentally broken, with customers routinely facing long wait times, endless transfers, and disappointing outcomes. It creates friction, erodes trust, and misses opportunities to build lasting loyalty.
At Decagon, we believe the future of customer experience is proactive— and more than that, it’s authentic, intelligent, and truly satisfying. We envision a world where brands build meaningful connections with their customers by deeply understanding them, anticipating their needs, and delivering truly satisfying experiences that deepen their loyalty.
Our conversational AI platform empowers brands to engage in ways that feel less like automation and more like a trusted relationship, turning every customer interaction into a moment of care. By combining empathy with intelligent action, we help brands move beyond transactions and toward true connection. The result? Stronger engagement, deeper trust, and real relationships that grow over time.
Real momentum in a crowded space
We are humbled by the overwhelming demand we’ve seen from industry leaders— a vote of confidence not just in our vision, but in our execution. In particular, Decagon has:
- Enabled businesses to achieve average deflection rates nearing 70%, with many businesses like Duolingo achieving deflection rates well above 80%
- Driven CSAT improvements for leading enterprises, with beloved brands like Oura reporting 3x CSAT increases
- Reduced the cost of support conversations, with popular consumer platforms like ClassPass reporting a 95% decrease in the cost of support conversations
- Helped tens of millions of customers
- Grown from 0 to 8-figure ARR last year
We’re proving that intelligent, proactive customer experience is no longer aspirational. It’s here now.
Building the future of authentic brand-customer connection
In the era of agentic AI, there’s a huge opportunity sitting in front of leading enterprises worldwide, and we’re here to help them capture it.
With this new round of funding, we’re accelerating our mission to empower brands to deliver concierge customer experience. This capital gives us the momentum to scale our vision and continue delivering exceptional results for the brands we serve.
We’re investing heavily into three key areas to drive our next phase of growth:
- Product: Continuing to build the industry’s leading conversational AI platform for customer experience— one that’s powerful, intuitive, and scales to all enterprise needs.
- Team: Scaling a world-class team of builders, operators, and visionaries who are passionate about redefining what great customer experience looks like.
- Go-to-market: Expanding our reach and delivering the best CX AI agent solution to leading enterprises around the world.
If you’re excited about building and shaping the future of brand-customer connection, explore our open roles.
Want to see how Decagon can transform your customer experience? Get in touch with us. We’d love to show you how you can build more meaningful connections with your customers.
Decagon raises $131M series C at $1.5B
We’re thrilled to share that just one year after emerging from stealth, Decagon has raised a $131M series C at a $1.5B valuation.
We’re thrilled to share that just one year after emerging from stealth, Decagon has raised a $131M series C at a $1.5B valuation. This milestone reflects not only the relentless dedication of our team, but also the deep belief and support of our incredible customers and partners. They’ve embraced our mission to empower every brand to deliver concierge customer experience, and we’re honored to be their trusted partner on that journey.
Imagine the next time you want to book a hotel room, upgrade a seat on a flight, reorder a lost credit card, or return a piece of furniture. Instead of waiting on hold for 90 minutes and explaining all the context, you have a personalized AI agent that you can talk to 24/7 that knows everything about you and can take actions on your behalf. It’s a completely new way for consumers to interact with every brand.
Co-led by returning investors Accel and Andreessen Horowitz, the round also included participation from existing investors A*, Bain Capital Ventures, and BOND, and new investors Avra, Forerunner, and Ribbit Capital.
This funding marks a pivotal chapter in our journey. With it, we’re doubling down on our vision to build meaningful connections between brands and customers that are authentic, intelligent, and truly satisfying.
The Decagon difference: Agent Operating Procedures (AOPs)
Rather than relying on the same professional services approach as the rest of the industry, Decagon takes a product-driven approach to build, optimize, and scale AI agents— delivering speed and adaptability without compromising on quality. At the heart of this approach are Agent Operating Procedures (AOPs).
AOPs combine the power and flexibility of natural language with the precision and rigor of code. Similar to how humans learn Standard Operating Procedures (SOPs), AOPs let CX teams use natural language to teach AI agents how to handle specific scenarios with the right care and context. These natural language instructions automatically compile into code to dynamically handle complex, real-world situations, without needing custom engineering work for every new use case or iteration.
With AOPs:
- CX operators can quickly create and iterate on AI agent logic using natural language, elevating them into CX architects with hands-on AI proficiency.
- Technical teams retain full control over the underlying code, enabling them to enforce guardrails, connect with internal systems, and fine-tune behavior as needed.
This dual-layered product-driven approach empowers businesses to rapidly scale concierge customer experiences, while maintaining the security, rigor, and customization enterprise environments demand.
Redefining connection: From reactive to authentic relationships
Despite increasing customer expectations, most brand-customer relationships are still reactive. Customers reach out when something goes wrong, and brands scramble to respond. This model is fundamentally broken, with customers routinely facing long wait times, endless transfers, and disappointing outcomes. It creates friction, erodes trust, and misses opportunities to build lasting loyalty.
At Decagon, we believe the future of customer experience is proactive— and more than that, it’s authentic, intelligent, and truly satisfying. We envision a world where brands build meaningful connections with their customers by deeply understanding them, anticipating their needs, and delivering truly satisfying experiences that deepen their loyalty.
Our conversational AI platform empowers brands to engage in ways that feel less like automation and more like a trusted relationship, turning every customer interaction into a moment of care. By combining empathy with intelligent action, we help brands move beyond transactions and toward true connection. The result? Stronger engagement, deeper trust, and real relationships that grow over time.
Real momentum in a crowded space
We are humbled by the overwhelming demand we’ve seen from industry leaders— a vote of confidence not just in our vision, but in our execution. In particular, Decagon has:
- Enabled businesses to achieve average deflection rates nearing 70%, with many businesses like Duolingo achieving deflection rates well above 80%
- Driven CSAT improvements for leading enterprises, with beloved brands like Oura reporting 3x CSAT increases
- Reduced the cost of support conversations, with popular consumer platforms like ClassPass reporting a 95% decrease in the cost of support conversations
- Helped tens of millions of customers
- Grown from 0 to 8-figure ARR last year
We’re proving that intelligent, proactive customer experience is no longer aspirational. It’s here now.
Building the future of authentic brand-customer connection
In the era of agentic AI, there’s a huge opportunity sitting in front of leading enterprises worldwide, and we’re here to help them capture it.
With this new round of funding, we’re accelerating our mission to empower brands to deliver concierge customer experience. This capital gives us the momentum to scale our vision and continue delivering exceptional results for the brands we serve.
We’re investing heavily into three key areas to drive our next phase of growth:
- Product: Continuing to build the industry’s leading conversational AI platform for customer experience— one that’s powerful, intuitive, and scales to all enterprise needs.
- Team: Scaling a world-class team of builders, operators, and visionaries who are passionate about redefining what great customer experience looks like.
- Go-to-market: Expanding our reach and delivering the best CX AI agent solution to leading enterprises around the world.
If you’re excited about building and shaping the future of brand-customer connection, explore our open roles.
Want to see how Decagon can transform your customer experience? Get in touch with us. We’d love to show you how you can build more meaningful connections with your customers.
