AI agents for concierge customer experiences
San Francisco
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i'll be speaking at sglang summit in SF, nov 12-13!
going to walk through the post-training and inference work we’ve been doing at Decagon, and how we scaled out our RL training pipelines to ~1T param models
if you’re going, let’s say hi! sglang.io/summit @sgl_project
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Introducing Duet Apprentice.
Build and improve agents with the context already in your onboarding docs, customer escalations, and Slack conversations.
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Excited to partner with @Instinct to build a future where agents can collaborate to improve customer experiences.
Native customer service in Instinct
Nobody likes talking to customer service. Instinct should handle those tasks for you.
With Instinct Concierge, we enabled Instinct to make calls on your behalf. Now, we’re taking this a step further. When your Instinct connects with participating businesses on @SierraPlatform and @DecagonAI, the agents will be able to work together to solve your problem with speed, reliability, and safety without making a phone call.
I’m excited to announce that Instinct will be partnering with Sierra and Decagon to bring customer service experiences directly to your personal agent.
Customer service tasks like:
- Troubleshooting your home wifi issues
- Finding out when a delayed package will arrive
- Figuring out why your bill is higher than last month
- Getting clarity on a confusing return or cancellation policy
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Today, we're open-sourcing the Personal Agent Consent & Trust Protocol (PACT), co-developed by @Instinct. We're also joining the Personal Agent Protocol working group by @Muse.
Built on A2A and OAuth, PACT enables businesses to verify who a personal agent is acting for and what the customer has authorized it to do.
Excited to shape the industry standard for how personal agents will interact with businesses.
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Code and spec: github.com/openpactprotocol/…
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Just wrapped our second annual Decagon Dialogues.
We shared some of our biggest product updates yet, including Voice 3 and Personal Agent Gateway and heard from industry leaders shaping the future of CX.
Thanks to everyone who joined us in SF!
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We’re excited to be a launch partner for @OpenAI’s new B2B marketplace.
Eligible OpenAI enterprise customers will be able to apply part of their existing commitment toward Decagon, making it easier to purchase and deploy our customer facing AI agents.
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Decagon retweeted
Super excited to announce @DecagonAI’s personal agent gateway!
Personal AI assistants like Muse, Instinct, Dots, and Grok Bot are taking off. They’re already starting to buy, book, cancel, and negotiate with businesses on behalf of consumers.
This creates a new challenge for businesses… but blocking them risks turning away customers.
Everyone will need an equally smart agentic front door that can handle interactions with both agents and humans.
Personal Agent Gateway helps enterprises identify personal AI assistants and customize those requests so that you can give a great customer experience while controlling all your logic.
We’re also announcing our PACT protocol that allow personal AI assistants to prove who they represent and what they are empowered to do.
Read more:
decagon.ai/blog/personal-age…
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Voice 3 is here.
Our most advanced voice experience yet combines Chord, our new voice model from Decagon Labs, with a duplex architecture that lets agents process incoming audio even while speaking.
Chord is post trained specifically for customer conversations, giving agents more natural pacing and intonation, while the duplex architecture enables smoother interruptions and less dead time as the agent keeps working.
Also launched today at Decagon Dialogues:
- Personal Agent Gateway: a dedicated communication layer for handling interactions with personal AI agents.
- Agent Modules: a foundation for expanding agents into new customer journeys.
- Duet Apprentice: a learning layer grounded in your company’s knowledge and the teammates who know the business best.
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We’re partnering with @Databricks to bring enterprise data intelligence into every Decagon customer conversation.
Agents can access governed customer data directly from a company’s lakehouse, while conversation insights flow back into Databricks.
This gives agents richer context in every conversation and teams a more complete view of their customers.
Decagon is also a launch partner for Databricks’ new Transactable Marketplace and will be available through Databricks Marketplace.
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We’re partnering with @Plaid to bring more seamless financial experiences to Decagon customers.
Customers can securely connect their bank accounts within a conversation, allowing agents to help resolve failed payments, disputed charges, account issues, and more without sending them elsewhere to authenticate.
For longer workflows like claims and applications, Decagon agents can carry context forward over days or weeks and pick up where the customer left off.
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Decagon CEO @thejessezhang predicts that within 10 years, AI agents will become the new websites for every business:
"In a decade, everyone's gonna be primarily interacting through personal agents. Every business is gonna have an AI agent that is the front door. It becomes like a new website or a new user interface."
"To start, those will naturally be natural language interactions 'cause they have to be compatible with both sides. But in the future, agent reaches out, agent receives the call, recognizes that both sides are agents, and there may be some more efficient ways to conduct business."
"Every business is gonna have this, just like how every business has a website now."
@DecagonAI
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