Decagon

We’re partnering with Twilio to build intelligent voice experiences that operate at global scale. When Twilio’s Conversations infrastructure meets Decagon’s agent layer, the result is a seamless voice solution that understands complex requests and escalates to human support for the most critical customer engagements. Together, we’re bringing together the capabilities, infrastructure, and technology required to make agents ready for real customers. We'll unpack what that looks like in practice at Decagon Dialogues on October 1 in San Francisco, where Twilio's Michael Carpenter and our own Quique Lores take the stage together. Request your spot below.

We’re proud to welcome Wonder to the Decagon customer family. Wonder was founded with the simple ambition to make great food more accessible. What started with mobile kitchens bringing meals from celebrated chefs closer to customers has evolved into a new kind of food platform, where people can order across multiple restaurants in a single meal. Today, Wonder has more than 100 locations and a growing brand portfolio that includes Blue Apron. They’re continuing to expand across food halls, meal kits, delivery, and technology. Across all of it, the company is taking on the complexity required to make mealtime feel simpler for the customer. That same approach is shaping how Wonder thinks about customer support. Its CX tools team has worked closely with Decagon’s product team to build the expertise to operate and improve its agents directly, using tools like Duet to scale increasingly sophisticated workflows themselves. The team can now take new AI ready workflows, from post purchase promotions to multi item concessions, from idea to scale in as little as one to three months. Excited to keep building with Wonder as they continue rethinking what the modern mealtime experience can look like.

Decagon Dialogues is one week away, and the full speaker lineup is locked in! On October 1, we’re bringing together enterprise leaders who have driven transformation across some of the world’s largest organizations, technologists building products that are changing how people work and interact with AI, and community leaders who remind us that inspiration can come from anywhere. From PayPal, Chipotle Mexican Grill, Delta Air Lines, American Airlines, Verizon, Ticketmaster, Away, Varo Bank, Affirm, Plaid, Cognition, and more, the day will bring together very different perspectives on what the next era of customer experience can look like. Registration is closing soon. If you have been thinking about joining us in San Francisco, now is the time to request your seat!

We put nine leading models through 1,373 battles to find the best balance of quality, speed, and cost on complex enterprise tasks. Introducing our Duet Model Arena, a new evaluation that compares LLMs head to head across real Duet tasks. It builds on DuetBench-2, our benchmark suite for assessing the ability for AI to autonomously build and improve customer service agents. In our latest results, GLM-5.3 broke the Pareto frontier by achieving frontier-level quality with incredible efficiency, finishing tasks in less than a third of the time than Opus 5. Our Model Arena holistically reviews all of the factors that matter to enterprises: accuracy, speed, reliability, tool use, and interpretability. Not only did GLM complete tasks 3.2 times faster than Opus, it did so without sacrificing correctness and ranking first for tool use and communication. We saw this same strength translate to the difficult task of autonomous agent building. GLM 5.3 achieved an 85.07% assertion pass rate compared with 81.94% for Claude Opus, while reducing median build time from 17 minutes to 5.2 minutes. DuetBench Diagnosis is also featured in Fireworks AI’s new Specialized Intelligence Index. The SII brings together real work benchmarks across industries to evaluate how models perform on specialized tasks. We’re excited to contribute the benchmark for customer support alongside evaluations spanning healthcare, legal, finance, cybersecurity, productivity, and software. Full report in the comments.

When I joined Decagon, I said the energy and opportunity here were electric. A few weeks in, I can confirm: I undersold it. 🚀 🚀 🚀 🚀 Our Legal team continues to grow! We just added a fantastic Senior Commercial Counsel, and we’re now looking for another seasoned deal lawyer to join us and help support Decagon’s rapid expansion. This is the kind of role where you’ll be right in the middle of the action: leading important deals, solving hard problems, and helping shape how Legal supports a business moving at full speed. You’ll have real autonomy, real impact, and an amazing team around you. Not a bad combination, right?! If this is you, or someone you know, please apply or reach out. Come join the team! https://lnkd.in/gHDQ_ARJ

Decagon is growing across the Benelux region, including Belgium, the Netherlands, and Luxembourg. 🇧🇪🇳🇱🇱🇺 Benelux is home to globally minded companies that operate across markets and languages from day one. We’re already working with brands like Rituals (B Corp™), a global luxury beauty brand with more than 41 million loyalty program members that generated €2.4 billion in revenue last year. They launched its AI concierge, Ray, across 19 countries and 15 languages in just two months with Decagon. This week, our cofounder Ashwin Sreenivas is also in Amsterdam for HumanX, where he’ll join Deutsche Telekom Chief AI Officer Kartik Sheth to discuss bringing AI agents into complex enterprise environments. Learn more about our growth in Benelux and explore open roles in the comments.

We’re kicking off Decagon Dialogues 2026 with a Women in AI Breakfast, celebrating the women shaping the future of agentic AI. Katie Coutermarsh, our RVP of Strategic Sales, will sit down with Paloma Ochi, our VP of Marketing, for a fireside chat on navigating the AI space, alongside female executives and investors from leading enterprises and venture firms. Join us on October 1 for breakfast and conversations with leaders across CX, engineering, AI, and operations before the main Dialogues program begins. Space is limited and advance registration is required. Chat with our concierge agent to sign up for the breakfast and request your seat at Decagon Dialogues!

Introducing Generative Analytics, a new way to turn conversation data into insights teams can act on. AI agents create an unprecedented amount of customer insight. Generative Analytics makes it easier for teams to explore that data, visualize what matters, and understand where to focus next. With Generative Analytics, teams can: 🔹 Ask Duet to create custom charts using natural language 🔹 Track outcomes across any point in a customer conversation with Action Trackers 🔹 Explore revenue performance, agent health, and customer behavior in greater depth 🔹 Turn insights into clear priorities for improving the customer experience Every conversation contains signals about what customers need and where businesses can improve. Generative Analytics makes those signals easier to find and use. Read the full announcement in the comments.

2 weeks away! A day designed for you is coming to SF on October 1. Reserve your spot below.