[Funding News] Decagon Secures $100 Mn Series B Funding

Decagon, the leading innovator in AI customer support agents, has raised a total of $100 million, including its latest Series B funding round, quadrupling its valuation in just a few months. The $65 million round was led by Bain Capital Ventures with participation from Elad Gil, A*, Accel, BOND Capital and ACME Capital. This funding will accelerate Decagon’s mission to transform enterprise customer support and unlock new levels of economic productivity.

There’s been so much hype around AI agents, but where are the real use cases? Decagon sets itself apart with an AI agent that drives tangible productivity gains for its customers from the start. Industry leaders like Duolingo, Notion, Rippling, Eventbrite, and Bilt use Decagon’s AI agents to manage customer interactions from start to end, including fetching data, taking actions, and reviewing conversations. Decagon’s customers have seen significant efficiency improvements, enabling them to serve customers better with fewer human resources, while elevating the roles of existing customer support teams.

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“Working with Decagon was like hiring 65 agents overnight,” said Thatcher Foster, VP of CS at Bilt. “We get 60k tickets per month. 70% of those are being handled by Decagon’s AI agents. Our monthly savings is hundreds of thousands of dollars. Our agent teams became much stronger, the ones we retain are real product experts.”

With this funding, Decagon will also expand into new verticals and introduce additional modalities like voice, continuing to lead the way in the future of work, where AI not only automates tasks but also helps businesses build more productive and resilient workforces.

“AI is often seen as destroying jobs, but at Decagon, we believe the opposite. Our AI agents are enhancing jobs, not replacing them,” said Jesse Zhang, CEO of Decagon. “In a few years, every company will have AI agents running their customer experiences. Customer support staff are no longer fielding routine tasks; they are now becoming AI managers—configuring, training, and overseeing the AI agents that handle repetitive work.”

“Decagon’s powerful AI agents draw on proprietary data to answer routine questions accurately, and as they evolve, they will become each customer’s personal concierge,” said Aaref Hilaly, Partner at Bain Capital Ventures. “Ashwin and Jesse have that rare blend of expansive vision combined with maniacal execution that we look for in founders.”

The fresh capital will be used to expand Decagon’s engineering team and accelerate its go-to-market strategy, enabling the company to meet the growing demand for AI-powered customer support solutions.