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 parter 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 primative 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 extention of us, and we are very greatful 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. Thats 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 cant 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 expirience. Review collected by and hosted on G2.com.

Decagon has been awesome to work with. The ability for them to adapt to our constantly changing product has made them the perfect partner. They offer a wide variety of features that several different teams utilize. All of which are easy to implement and use. Review collected by and hosted on G2.com.

Love everything about them - Only wish we could use them to do more! Review collected by and hosted on G2.com.

Decagon excels with its quick response time, insightful feedback, and collaborative approach. The AI-powered "Ask AI" feature and the Insights tab stand out, offering quick conversation summaries and easy issue resolution. Strong tools and exceptional support make Decagon a highly effective partner. Review collected by and hosted on G2.com.

Decagon offers excellent functionality, but usability could improve with enhancements. Adding trends like DoD, WoW, and MoM to the Dashboard would make it easier to track shifts in trends, volume, and deflection rates. Prioritizing key insights in the Insights tab would help teams focus on high-priority items quickly. Review collected by and hosted on G2.com.

1. Pace of iteration is extremely helpful. If we have any issues that are blocking us, the Decagon team is very quick to iterate and unblock us.

2. The team is really fun and engaging, receptive to feedback, and willing to ideate and troubleshoot different solutions when we hit roadblocks.

3. The QA feature is incredible, and having control over the inputs there is a game changer.

4. The overall self serve improvements over the last half have been SO helpful. Controlling different settings, tools, having an audit log for revision history. The commitment to self serve options is clear and as a non-technical operations person, it's significantly improved my workflow with each new tool we have access to.

5. The tools feature is a HUGE game changer for us, unlocking the ability to easily integrate more of our endpoints without requiring Decagon intervention. Review collected by and hosted on G2.com.

1. The conversations open in a sidepeek and it is visually overwhelming to try and dig into conversation audit logs, etc. when the list of conversations is taking up so much real estate on the page when it's not being used at all. I would love to view conversations as their own page.

2. Filters are static and don't allow the ability to select AND or OR between different filters, and you can't filter by time within a day

3. Tags in the knowledge tab are just written in a list and nothing on the page indicates what the tag is related to or is controlling. It would be helpful if they were segmented by the type of tag. Ex: customer type, locale, user article segments, etc. You also can't filter by selecting multple tags, which is incovenient when looking for a specific subset of information. Review collected by and hosted on G2.com.

The AI performs extremely well and the team is both reliable and flexible to our needs. The implementation was seamless and over 4,000 customers interact with the AI on their support issues per day. Our customer support team could not operate without this tech. Review collected by and hosted on G2.com.

Some products are in early stages but those products are evolving quickly Review collected by and hosted on G2.com.