The origin and evolution of Agent Product Management at Decagon

On the latest episode of Talk to my agent, Max interviews Perry Ha – VP of Agent Product at Decagon and the creator of the agent PM org at Decagon. They dive into the origin and scaling of the Agent Product Management function.

Key insights include:

• The Agent PM Role: Decagon's Agent PMs act as applied AI experts and internal AI consultants, guiding customer organizations through the shift from managing large human workforces to optimizing content and processes for AI agents.
• The 80/20 Framework: This framework ensures 80% of the build uses prescribed paths and roadmaps, while 20% is reserved for customization to incorporate the customer's unique business expertise and brand tone, thereby driving customer delight and lifelong loyalty.
• Scaling and Strategy: Scaling AI agents to millions of customers involves thinking about the agent as software, using structured Agent Operating Procedures (AOPs), and maintaining robust observability and analytics tools for continuous improvement.
• Defining Success: Success is measured through both quantitative metrics (like handling conversations with a high C-Sat score) and qualitative metrics that drive the long-term vision of building a full AI Concierge experience.