Decagon

What surprises people most when they join Decagon? We handed the mic to some of our teammates in our NYC office to find out! Interested in joining them? Open roles are linked in the comments.

Today, we’re spotlighting our QA hub, a dedicated workspace for human-in-the-loop quality review. As AI agents take on more customer conversations, the process of evaluating and improving them becomes just as important as the initial build. QA Hub gives CX teams a more streamlined way to manage agent quality, with capabilities built around how QA teams already work. Teams can organize review batches, collaborate directly inside conversations, and use Duet to surface recurring issues and identify what to improve next. The best AI agents are shaped through constant iteration and close collaboration with the people who understand customers best. QA Hub is built to support that at scale. Read the full launch blog written by our Staff Product Manager, Karen Islas, in the comments. ⬇️

We’re thrilled to announce that Liz Adeniji has joined Decagon as our Head of APJ. Liz brings more than 20 years of experience scaling high-growth technology businesses across APJ and the UK, including leadership roles at Twilio, Salesforce, Yahoo, and Microsoft. She joins Decagon with deep experience helping enterprises adopt and scale transformative technologies across the region. We recently opened our Sydney office to support growing demand from businesses across APJ that are rethinking customer experiences with AI. We’re already partnering with companies in the region including Afterpay, Contiki, ŌURA, and Fusion Markets, and we’re excited to continue building locally. We’re also actively hiring across the region. Check the comments to join our team! Welcome to the team, Liz 🇦🇺

Two days in Arizona with 175 Operations leaders, focused on one thing: scaling AI that actually changes outcomes. We convened around momentum and ambition of scaling AI to transform operations, serving customers better, and building the workforce of the future. I had the pleasure of interviewing Jesse Zhang from Decagon on stage where we discussed what scaling AI looks like across the customer service industry. Sharing a few highlights from our conversation together: • Focus on customer outcomes as the indicator of adoption. AI only proves itself when it delivers measurable improvements to the customer experience. • Measure what matters, weekly: customer satisfaction, resolution rate, accuracy, quality, automation rate, and efficiency. Iterate and scale fast. • Scale through nimble, empowered teams, tight feedback loops, short sprints, and controls embedded from the start. Another special guest was Guy Halamish, CIB’s Chief Operations Officer, who shared the transformative work underway in Operations across JPMorganChase. The work Guy and Mike Ashworth are leading across our lines of business is a strong example of the firm-wide collaboration it takes to scale AI transformation at speed. As we learned and strengthened our connections, I want to thank Shelley Waite, John Samenuk, and Jim Kane for recognizing my team and those who exemplify excellence. I’m especially proud of Zak Hutchins, Elliott Rusk, and Matthew Ray who were recognized by our senior leaders and received a well-deserved mention. And I had a chance to give a shoutout to Adam Moore from Shelley’s team for his impact. Grateful to Mike Ashworth for bringing us together to recognize the wins and the joy that fuels us as one united team. Feeling energized about the partnerships ahead and what we’ll unlock next, together!

We ended Decagon Dialogues with a rooftop reception overlooking NYC and asked: what’s your best AI hack? Drop your best AI hack in the comments and check out the full Dialogues replay below! ⬇️

Brewing something special for Money20/20 Europe. ☕️ Come by Lounge #FT05 to meet the team, see a demo, and get the tea on what we are building next for concierge CX. Also on the menu at Lounge #FT05: 🔹 Thought leadership in our theatre 🔹 Midday pick-me-ups in the Concierge Cafe 🔹 Fireside chats + happy hour with industry leaders, every evening Book a demo in comments. ↓

NYC is in the books! 🍎 Decagon Dialogues on Tour made its first stop last week and the room exceeded every expectation. Sarah Vanden Broek from ClassPass shared how her team has been using Duet to 10x their efficiency. In her words: “Duet automates the repetitive work that doesn't give the team joy.” Liane Pierce from Betterment gave an honest, unfiltered take on earning trust in AI-powered customer experience inside a highly regulated industry like financial services. Bihan Jiang and Ashwin Sreenivas walked through our latest launch, Guided Discovery, and where we’re taking the product next. And we closed out the evening with a rooftop reception overlooking the New York City skyline. We're so grateful for the customers, leaders, and builders who showed up and shared openly. More cities and more conversations to come! Check the comments to watch the full replay. ⬇️

Last week we hosted STACKED, a poker tournament bringing together teams from across AI. Players from Cognition, Cursor, Perplexity, Anthropic, OpenAI, Thinking Machines Lab, Midjourney, Ramp, xAI, OpenEvidence, Applied Compute, Clay, Baseten, Harvey, Cartesia, and Notion all came to the table for a night of competition, conversation, and community in SF. Huge thanks to all who attended and to Accel for co-hosting with us. Already looking forward to the next one. ♠️

Recently our co-founder and president Ashwin Sreenivas sat down with Nakul Mandan on his newly launched Knuckle Up podcast for a robust discussion on a key tenet behind Decagon’s success: speed of iteration. From hiring to shipping to customer impact, hear from Ashwin on what it takes to move at warp speed while balancing coordination, quality, and conviction.

What does founder experience teach you about building in AI today? We sat down with Max Lu, our Head of Research, to talk about the lessons he learned building and scaling his own startup before joining Decagon. The conversation covers adapting when markets shift, navigating uncertainty as a founder, and why current and aspiring founders thrive here. We’re hiring people who want to move quickly, take ownership, and work on ambitious problems. Open roles are linked in the comments. ⬇️