G2

juan felipe p.

Operario de máquina

Small-Business (50 or fewer emp.)

11/5/2026

"Natural Language AOPs: AI that Transforms Support and Saves Hours"

4/5

What do you like best about Decagon?

What I value most about Decagon is its Agent Operating Procedures (AOPs) system. This feature allows us to define rules and resolution flows directly in natural language, in a clear and flexible way. It has radically improved our workflow: instead of having to manually configure rigid decision trees, the AI can autonomously interpret and resolve complex customer queries. This saves our support team dozens of hours a week and also provides much more human and accurate responses in our chat channels. Review collected by and hosted on G2.com.

What do you dislike about Decagon?

What I like least is that the initial setup of integrations with our existing CRMs and databases can be complex and require considerable technical support. Additionally, the administration interface has a somewhat steep learning curve for team members without a technical profile, which initially affected performance and slowed down work. Lastly, its pricing model is very enterprise-level oriented, making it difficult to adopt in teams or projects with tight initial budgets. Review collected by and hosted on G2.com.

What problems is Decagon solving and how is that benefiting you?

Before implementing Decagon, our support team was overwhelmed responding to repetitive tickets via chat and email. We had high response times and saw no clear way to scale support without hiring more staff. Now, however, we can use AI-powered conversational agents that automate interactions and also resolve more complex queries. This has resulted in a 60% reduction in average resolution time and a considerable saving in operational costs in customer service. Review collected by and hosted on G2.com.