Monday, September 29, 2025
Decagon, a leading AI agents platform for customer experience, has announced the launch of Decagon University, a flagship education initiative designed to help teams across customer experience, product, and engineering build, optimize, and scale AI agents with confidence. The program was revealed at Decagon Dialogues, the company’s first flagship event, alongside the debut of Decagon Voice 2.0, which introduces significant upgrades in performance, customization, and cross-channel capabilities.
Traditionally, building AI agents has been slow, expensive, and overly dependent on engineering teams or third-party services. As businesses accelerate AI adoption, frontline employees increasingly need to play an active role in shaping agent behavior to align with brand goals and evolving customer expectations.
To address this, Decagon developed Agent Operating Procedures (AOPs), giving non-technical teams a simple way to define, iterate, and enhance AI logic. Decagon University builds on this approach by equipping the people closest to the customer with the tools and skills to drive AI readiness within their organizations. Through a mix of video courses, hands-on training, and certification programs, the platform helps CX, product, and engineering teams master AI agent design and strengthen fluency in Decagon’s platform.
“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.”
Alongside its education program, Decagon introduced Voice 2.0, the next generation of its conversational AI product. The update delivers a 65% reduction in latency, enabling faster, more natural conversations. It also adds advanced customization, giving brands granular control to align AI agents with their unique tone and personality.
Voice 2.0 supports cross-channel memory, outbound calling, and SMS integration, unlocking new possibilities such as proactive reminders, promotional outreach, onboarding, and customer 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.”
The Decagon Dialogues event also featured a keynote by Jesse Zhang, Co-founder and CEO of Decagon, and Mike Krieger, Chief Product Officer at Anthropic, who explored the evolving role of AI agents in customer experience. Sessions led by CX leaders, product innovators, and early adopters showcased how AI agents are shifting toward transparency, adaptability, and enterprise readiness.
“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.”
By launching Decagon University and Voice 2.0, the company is setting a new standard for enterprise-ready AI solutions empowering teams to own their AI strategy and deliver personalized customer experiences at scale.
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