Our Continued Partnership with Decagon: Bringing Intelligence to Every Customer Interaction
The customer experience industry is undergoing a paradigm shift that has been decades in the making. By packaging intelligence into code and making it cheap and easy to use, large language models have enabled software to directly subsume the manual work of customer support, completely rewiring how companies build, manage, and scale the way they engage their customers.
The ease of the modern agent interface belies a deeper platform shift. Customer service organizations used to operate on a ticketing system of record. Now, databases sit behind agents that autonomously triage conversations, process business logic, and resolve issues. Where previously a person would spend days combing through millions of conversations to synthesize customer insights, AI agents now deliver real-time insights with just a few seconds of inference. Unlike the previous standard operating procedure (SOPs) that humans learn, agent operating procedures (AOPs) instruct AI agents to dynamically handle complex situations and ensure agents deliver a secure and reliable customer experience at scale.
Since we led its Series A in June 2024, Decagon has established itself as a leader in AI customer experience, accelerating this transformation across the industry. Although it’s still early, the future is already here for millions of people. Today, if you rent a car from Hertz or contact Oura to get a ring replacement, you’re already talking to a Decagon agent. Decagon serves tens of millions of end consumers and has grown the number of monthly conversations more than 10x over the past year. Most importantly, customers like Classpass, Hertz, Duolingo, Eventbrite, and Notion are already reducing costs per conversation by as much as 95%, and consumers report leaving their interactions just as, if not more, satisfied. This has all translated to incredible commercial acceleration with Decagon also growing from 0 to an 8-figure ARR in just the last year.
It’s rare to find such an early company with a team as talented, a vision as big, and progress-to-date as impressive as Decagon’s. With customer support as a starting point, Decagon now has the scaffolding to power AI agents that can take on economically meaningful work across the entire enterprise, from customer success to account management to sales and beyond.
We have been partners to Decagon’s founders, Jesse Zhang and Ashwin Sreenivas, since the beginning, and believe Decagon’s growth is hitting an inflection point. In 2023, I wrote a personal angel check into Decagon pre-incorporation, even before I joined Accel. In 2024, we led the Series A at Accel, and I joined the board. We then doubled down in the series B, and today, I'm thrilled to share that we are deepening our commitment even further by co-leading Decagon’s $131M Series C with Andreessen Horowitz. It’s been incredible to see the company evolve from a bold idea into an operating system for how modern businesses engage with their customers. This new round is a reflection of that momentum, and we're hiring all of the high-agency, hard-working, and passionate teammates we can find. Come join us!
