Decagon Raises $250 Million to Scale Concierge AI Experiences

Decagon, a fast-growing company redefining how businesses talk to their customers, has raised $250 million in a Series D funding round. The investment was led by Coatue Management and Index Ventures, with new support from ChemistryVC, Definition Capital, and Starwood Capital. Existing investors including a16z, Accel, Bain Capital Ventures, Elad Gil, Forerunner, and Ribbit Capital also doubled down, signaling strong belief in where Decagon is headed.

At the heart of Decagon’s vision is a simple idea. “Every customer deserves concierge treatment, and every business deserves the technology to make it possible,” said cofounders Jesse Zhang and Ashwin Sreenivas. That belief is clearly resonating. In just six months, the company has tripled its valuation to $4.5 billion, following a breakout year in which it signed more than 100 new enterprise customers and expanded across industries like travel, financial services, health and wellness, and online retail.

For CEO Jesse Zhang, the company’s rapid growth reflects a broader change in how customer engagement is evolving. He believes businesses are moving away from rigid, transactional service models toward experiences that feel more thoughtful and personal. Decagon’s concierge-first approach, he says, shows that AI doesn’t have to feel robotic it can be helpful, intentional, and genuinely human, even at massive scale.

Decagon’s ambition goes well beyond tweaking traditional CRM systems. The company sees the old model of “managing” customer relationships as outdated. Instead, it’s focused on creating real alignment between businesses and customers through AI-powered interactions that respond to individuals, not just tickets or workflows.

Investors see this shift as a turning point. Coatue Management’s Lucas Swisher noted that as AI accelerates commerce at scale, Decagon is making it possible for companies to deliver high-touch, concierge-style experiences to millions of customers at once. That ability, he says, is what’s driving so many modern enterprises to choose Decagon as their customer experience platform.

Index Ventures partner Sofia Dolfe echoed that perspective, praising the founders for reimagining customer experience from the ground up. She described Decagon as a company built with care, taste, and intention—one that’s quietly shaping what the future of customer engagement will look like, even when the industry feels locked into old ways of thinking.

Customers are already feeling the difference. Brian Choi, CEO of Avis Budget Group, shared that building trust at scale means being open to rethinking how service is delivered. With Decagon, he said, the company is moving away from reactive support and toward smarter, concierge-led engagement—helping frontline teams resolve issues faster while creating experiences that feel more meaningful for customers.

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