The funding will accelerate Decagon’s product development and team expansion to meet growing demand and strengthen its leadership in AI-powered customer experience solutions.
Decagon has 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 CX 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.”
Decagon differentiates itself in the customer support space through its product-led approach using Agent Operating Procedures (AOPs). AOPs allow CX teams to shape and refine AI agent behaviour in real time using natural language, while developers maintain oversight of the underlying code.
This structure enables fast deployment and continuous improvement of AI agents without sacrificing technical control. Brands can go live within weeks, reducing dependence on external services.
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“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 personalised interactions and helping transform how we serve our customers.”
Decagon supports multiple communication channels, including chat, email, voice, and SMS, allowing businesses to engage customers on their preferred platforms. Its centralised intelligence layer enables teams to define workflows, knowledge, and brand voice once and apply them consistently across all channels.
This unified setup helps manage tasks such as refunds, identity verification, and escalations with accuracy and consistency.
“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 CX, 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 new funding will support Decagon’s efforts to grow its product and team to meet increasing market demand. With positive results from customers, the company aims to speed up innovation and capitalise on the current market opportunity.
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