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Decagon Announces Decagon University to Prepare Every Team for the AI Era in Customer Experience

via Business Wire

The program was introduced alongside the next generation of Decagon Voice at the company’s inaugural Decagon Dialogues event

Decagon, the leading AI agents platform for customer experience, today announced Decagon University, a flagship AI education program designed to give every team — from customer experience to product and engineering — the skills and confidence to build, optimize, and scale AI agents. The program, unveiled at the company’s inaugural Decagon Dialogues event, was introduced alongside Decagon Voice 2.0, which delivers major performance upgrades, cross-channel memory, and granular controls to match each brand’s identity.

Decagon University

Building AI agents today is often slow and overly dependent on engineering teams or costly professional services. As AI adoption accelerates, frontline teams need a direct role in shaping and improving agent behavior so it reflects business goals and adapts to customer expectations. Customer experience roles are shifting from operating support systems to architecting AI agents.

Decagon created Agent Operating Procedures (AOPs) to give non-technical teams a way to define and iterate on AI logic quickly. Decagon University equips people closest to the customer to step into new roles and prepare their organizations to become AI-ready. Through video courses, hands-on training, and certification, it helps CX, product, and engineering teams build fluency in AI agent concepts and mastery of Decagon’s platform. With Decagon University, teams can build AI agents faster.

“As we scaled with Decagon, we needed a self-serve way for teams across the organization to build and shape AI agents so we could move faster,” said Danielle Doremus, Senior Director of Business Operations and Customer Experience at ClassPass. “Decagon University made that possible by training our teams and giving us the confidence to operate with greater speed and consistency.”

Decagon Voice 2.0

Alongside Decagon University, the company also announced the next generation of Decagon Voice. The latest enhancements deliver a 65% reduction in latency for faster, more natural conversations, along with fine-grained customization that lets brands shape agents to reflect their unique voice and personality. With cross-channel memory, outbound calling, and SMS integration, Voice 2.0 unlocks new use cases like proactive reminders, promotional outreach, onboarding, and retention workflows.

“At Chime, delivering fast, effortless support is essential to helping our members build a healthier financial future. With Decagon Voice, we’re able to combine high performance and seamless brand customization with cross-channel memory, ensuring every interaction is connected and true to Chime’s member-first values,” said Janelle Sallenave, Chief Experience Officer at Chime. “Working with partners like Decagon, we’re making every conversation feel more natural, personal, and genuinely satisfying."

Additional Highlights From Decagon Dialogues

Decagon Dialogues also features a keynote with Jesse Zhang, Co-founder and CEO of Decagon, and Anthropic Chief Product Officer, Mike Krieger, discussing the future of AI agents, along with sessions from CX leaders, product innovators, and early adopters of AI agents for concierge customer experience. The event highlighted the shift toward transparent, adaptable, and enterprise-ready AI solutions that put businesses in control of their customer experience strategy.

“AI agents are changing how businesses connect with their customers, but most tools are still too slow, expensive, and complex,” said Zhang. “Our goal is to put the power back in the hands of the people closest to the customer. With Decagon University and our latest product innovations, any team can design a workflow once and deploy it everywhere, with the speed, control, and transparency they need to scale.”

To request a demo of Decagon’s conversational AI platform for concierge customer experience, visit https://decagon.ai/.

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.

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