Customers no longer want long wait times, scripted replies, or endless ticket queues. As AI becomes part of everyday life, expectations have shifted toward fast, personalised, concierge-style support. Many businesses, however, are still relying on legacy systems built for a very different era.
San Francisco–based Decagon is betting it has the answer. The company has raised $250 million in Series D funding, pushing its valuation to $4.5 billion, nearly tripling it in just six months.
The round was led by new investors Coatue Management and Index Ventures. Chemistry VC, Definition Capital, and Starwood Capital also joined the round, alongside returning backers including Andreessen Horowitz, Accel, Bain Capital Ventures, Elad Gil, Forerunner, and Ribbit Capital.
The funding follows a strong year for Decagon. In 2025, the company signed more than 100 new enterprise customers and expanded across sectors such as travel, finance, health, and online retail. The new capital will be used to scale its platform, support growing enterprise demand, and deepen its role in company-wide AI strategies.
“This fast growth and large capital investment are both testaments to why our fundamentally different concierge approach to product is winning the market over and disrupting the outdated incumbent strategies,” said Jesse Zhang, CEO and Co-Founder of Decagon.
What does Decagon do?
Decagon builds AI-powered conversational agents designed to act like digital concierges rather than basic chatbots. The platform helps companies handle customer questions across voice, chat, email, and messaging channels, while keeping responses personalised and consistent.
Instead of configuring rigid workflows, teams can give Decagon’s agents clear instructions that combine natural language with engineering-level control. Its customers see average deflection rates above 80%, meaning most customer requests are handled without human intervention, while still maintaining quality.
Replacing old systems
Many of Decagon’s customers are using the platform to move away from older tools. Around 53% replaced legacy systems such as IVRs, ticketing software, or CRM-based agents. Another 33% had no AI automation at all, while 14% chose Decagon over building their own in-house solution.
The platform is already used by well-known brands including Avis Budget Group, Chime, Oura Health, and 1-800-FLOWERS.COM.
“At Avis Budget Group, earning customer trust at scale demands operational excellence and a willingness to rethink how service is delivered,” said Brian Choi, CEO. “With Decagon, we’re moving customer engagement from reactive service to intelligent, concierge-led experiences that empower our frontline teams to resolve issues faster and more effectively. As AI becomes foundational to modern commerce, partnerships like this ensure innovation translates into meaningful outcomes for our customers and our brands.”
“Decagon is helping redefine how businesses engage with their customers,” said Lucas Swisher, General Partner at Coatue Management. “As AI unlocks hyperscale commerce, Decagon is enabling concierge-level interactions at scale. That’s why many trusted, innovative companies are choosing Decagon to modernise their customer experience.”
“We’re investing in Jesse and Ashwin because they’re reimagining customer experience from first principles — treating it as something to be designed with taste, intention, and delight,” says Sofia Dolfe, Partner at Index Ventures. “They’re building the early future of what’s next, even when the present feels locked in. We’ve seen how powerful that mindset can be before, from Figma to Robinhood. And once again, what seems like the foregone conclusion isn’t.”
