Decagon Reviews & Product Details

Decagon is very useful for automatically reverting to client queries. Review collected by and hosted on G2.com.

Sometimes the client’s issues aren’t understood, and the response comes back about something else. Review collected by and hosted on G2.com.

The biggest upside of using Decagon isn't simply the assumption of repetitive day-to-day tasks that would normally be done manually, but that Decagon allows us to evaluate data on a much deeper level. Boiling down qualitative data isn't easy, but the AI solution Decagon provides is best-in-class. Review collected by and hosted on G2.com.

The one shortcoming of using Decagon, if you could call it that, is that they are still learning with you as they go. Decagon AI may not have all of the applications you would want currently, but their team is constantly evolving around the needs of their customers. Review collected by and hosted on G2.com.

Decagon is a fantastic partner. They quickly rose to the top of our RFP due to how they think about AI Agents, the tools they had to manage AI Agents and the Decagon itself. We've been in production for over a year and I am truly grateful we selected Decagon.

Functionality - Decagon as a tool is highly intuitive, allowing our CX team to manage it effectively across various use cases without extensive technical expertise. One of the key advantages of this solution is its ability to create deterministic workflows, reducing risk while ensuring consistent and accurate responses. It's quick to implement as well.

Team - The Decagon team is incredibly easy to collaborate with, providing outstanding support and flexibility. Their team has truly become an extension of ours, demonstrating a strong commitment to partnership and our success.

Results - exceeded my expectations, enabling us to expand coverage and deliver even greater value to our customers. Review collected by and hosted on G2.com.

I'm excited that Decagon is rapidly scaling processes and structures (e.g., QBRs, product roadmaps, new functionality). They move quick, so it's helpful to know what net new functionality is coming or if UI is changing. Review collected by and hosted on G2.com.

Overall, Decagon has several competitive advantages that make this a stand out brand. Decagon has built a superior product that is easy to implement and use, with a highly knowledgeable product team to help support customers. Our team has used Decagon on several teams, with various use cases. One thing that stands out with Decagon is that we are able to provide value to our users and partners immediately with Decagon, regardless of how mature the chatbot is. It has become an integral tool to deflect, triage, route, and build relationships with our users, in one seemingly simple product. Review collected by and hosted on G2.com.

Decagon is still a new product, and lacks maturity in some of its features. For instance, regression testing on recently became available, and they are still building out guardrails that are necessary for the long term quality of our chatbots. Review collected by and hosted on G2.com.

I've had the immense pleasure of working with Decagon, and I can confidently say that their service is exceptional. The speed at which they deliver results is remarkable — they're always quick to respond and make adjustments as needed. What really sets them apart, though, is their learner mentality and ability to teach me along the way. They don't expect me to know but are with me to grow and it's so easy to use. They take the time to understand our needs, are open to feedback, and consistently apply it to improve the service. The best part is the ability to see real-time changes and updates, which makes collaboration incredibly smooth. It honestly feels like we're all working together as a single team, rather than on separate sides. (And, to say it shortly, I LOVE my fellow teammates - I feel like an honoree Decagon cheerleader!) I highly recommend Decagon to anyone looking for a reliable, responsive, and dynamic AI partner. I'm so excited and feel we're making dreams come true together. Review collected by and hosted on G2.com.

In the words of Valley:

"10 things I hate about you? Honestly, nothing."

https://www.youtube.com/watch?v=mzIqlATkQx0 Review collected by and hosted on G2.com.

Decagon is an excellent partner to work with. Not only is their product leading the way in agentic AI for support, but their support in deploying and continuing to scale the product to our use-cases over time is unmatched. When we have an issue, it's immediately addressed and resolved. When we have a feature request for any of their products, the response is always solution-oriented and most often the feature is shipped in record time. Decagon is enabling the transformation of our support operations. Review collected by and hosted on G2.com.

There are some aspects of the product that are in their primitive stages, such as user roles and audit logs. That being said, there is a clear roadmap to improvements and the team is very receptive to any feedback or feature request improvements that we share. Review collected by and hosted on G2.com.

Decagon is the most advanced chatbot provider on the market today. They truly allow you to create a unique user experience, where you're adding in AI, but not losing the personalized touch of a human agent. Their team has become an extension of us, and we are very grateful for their flexibility and partnership. Decagon has proven that with the right technology AI can help scale a customer service team and keep CSAT high. Review collected by and hosted on G2.com.

Decagon is super helpful and I don't have anything particularly negative to say. Review collected by and hosted on G2.com.

The product:

- Incredible output from the conversational AI. It is almost undetectable that the service is AI.

- Training & revisions are easy and immediate. Maintenance is very low effort.

- Trackable and traceable metrics. Filtering options are incredibly useful in the portal.

The People:

- Every person we have worked with has been extremely helpful and professional.

- This team makes extra efforts to remove additional work from our team. They focus on internal solutions before asking us to create solutions within Zendesk.

- The team is truly collaborative. We have not had an issue that we did not have at least 2 options for a solution.

Our previous AI partner focused on limitations instead of possibilities. We struggled to get our AI service to a place where we did not have to dedicate hours a week JUST to maintain the system and we were often deterred from moving forward with features that would help relieve the burden from our team.

Due to the complexity of our product offerings, we knew we needed a more intelligent AI system. We had many of our concerns resolved just by launching Decagon in a very basic state. As we add additional features and training to the system, Decagon is exceeding our expectations.

Our implementation was a very low lift in comparison to our last experience. We waited for the other shoe to drop and it never did. That's not to say we didn't come across some roadblocks along the way, but they were all manageable and fixable and the Decagon team was with us the entire way. Review collected by and hosted on G2.com.

At this time I can't list any major detractors. The entire company wants access to "Agent Assist" but this is only currently available for Zendesk. It would be amazing to see a more universal version of this like a Google extension or a desktop app.

This only speaks to how useful this tool is for support. The efficiency improvements since launch are substantial and we can't blame every other department wanting a piece of this pie! Review collected by and hosted on G2.com.

Decagon worked better out of the box than any AI chatbot our team had tested so far. The technical implementation and integration into our Zendesk instance was easy - the Decagon team walked us through any questions we had and worked directly with one of our engineers to resolve some outstanding issues. When we launched Decagon for chat, it immediately deflected 75-80% of our tickets. The admin features are robust and customizable, and updating knowledge for the bot is very simple. Review collected by and hosted on G2.com.

There are nice-to-have features that don't yet exist (absolutely not dealbreakers). However, the Decagon team moves so quickly and has implemented several new features that we've suggested. Review collected by and hosted on G2.com.

Our experience with Decagon has been great; they onboarded us in no time, worked with us closely to set up all our integrations, verify and QA everything, and still support us on a weekly basis including regular updates, improvements, and enhancements. The system is easy to set up and administer; very user-friendly. The overall value we got from Decagon was immediate; we definitely recommend trying them out. Review collected by and hosted on G2.com.

The only improvement I'd like to see is minor features like scheduled source sync, as well as manual. While not critical, this would enhance the overall experience. Review collected by and hosted on G2.com.