Latest round of funding propels Decagon past unicorn status just one year after coming out of stealth

SAN FRANCISCO: Decagon, the leader in conversational AI agents for customer experience, today announced $131 million in series C funding, pushing its total funding to $231 million just one year after emerging from stealth. The round valued the company at $1.5 billion and drew 5x more investor demand than capacity, underscoring Decagon’s momentum and market leadership.

The round is co-led by Accel and Andreessen Horowitz (Growth Fund), with participation from existing investors A*, Bain Capital Ventures, and BOND, and new investors Avra, Forerunner, and Ribbit Capital.

“We’re at a defining moment for AI agents, with massive demand specifically in the customer experience sector,” said Sarah Wang, General Partner at a16z Growth. “Decagon has the technical prowess, focus, and expertise to lead this market, and this latest round is a testament to that.”

In an industry crowded with customer support solutions, Decagon stands apart with its product-driven approach: Agent Operating Procedures (AOPs). AOPs empower customer experience operators to design and adjust AI agent behavior in real time using natural language, while technical teams retain full control over the underlying code. This enables brands to rapidly deploy and continuously improve the AI agent experience with Decagon, while maintaining the structure and rigor of code under the surface. Businesses can go live in weeks — not months — without relying on costly professional services.

They also gain real-time visibility into agent performance across every channel, allowing teams to quickly identify issues, experiment safely, and continuously improve the end-user experience. As a result, Decagon’s AI agents empower leading brands like Hertz, Eventbrite, Duolingo, Oura, Bilt, and Notion to deliver intelligent, high-quality customer experience at scale.

“At Hertz, we're focused on leveraging technology that delivers a more seamless experience for our customers,” said Vikram Rajagopalan, Vice President of Customer Experience at Hertz. “Our partnership with Decagon has taken us from idea to impact without sacrificing control, visibility, or enterprise standards. Its AI agents are flexible, reliable, and built for scale, which is enabling more personalized interactions and helping transform how we serve our customers."

“Decagon’s relentless focus on customer outcomes and differentiated approach to human-agent collaboration make them a breakout leader in AI agents for customer experience,” said Ivan Zhou, Partner at Accel. “They’ve become the trusted AI partner for leading enterprises like Hertz, and are accelerating the way every company engages their customers with AI."

Decagon works across channels to meet customers where they are — whether that’s chat, email, voice, or SMS. With a centralized intelligence layer at its core, Decagon lets companies define workflows, knowledge, and brand voice once and apply them across every channel. This unified approach enables Decagon to handle complex tasks like refunds, identity verification, and escalations with precision and consistency, regardless of a customer’s preferred channel.

“We’ve always believed that success comes from matching execution with the right market,” said Jesse Zhang, Co-founder and CEO of Decagon. “Brands see the massive opportunity AI agents bring to customer experience, and they want a partner who can help them capture that opportunity. This funding reflects the very real, growing demand for what Decagon delivers.”

This latest funding round comes after a period of rapid growth for Decagon. Over the past year, the company grew from zero to eight figures in annual recurring revenue (ARR) and more than quadrupled its customer base. Today, Decagon’s platform powers faster, smarter customer service for 10s of millions of end-users across global brands. In April, the company debuted on the Forbes AI 50 list.

This fresh funding will fuel Decagon’s push to scale its product and team in response to surging market demand. With customers already seeing outsized impact, the company is focused on accelerating innovation and seizing this market-defining moment.

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About Decagon

Decagon is the leading conversational AI platform empowering brands to deliver concierge customer experience with AI agents. Combining the power of natural language with the precision of code, Decagon’s Agent Operating Procedures (AOPs) enable enterprises to build, optimize, and scale AI agents for secure, reliable, always-on customer service. Whether resolving issues or proactively helping customers discover greater value, Decagon builds meaningful connections between brands and customers that are authentic, intelligent, and truly satisfying—redefining what customer experience should be. For more information, visit decagon.ai.

Fonte: Business Wire