Powering concierge experiences for the world’s leading enterprises.
See how leading brands go beyond traditional support with an AI concierge that delivers trusted, personalized experiences across the entire customer lifecycle.
Insights & Reporting
Turn support data into actionable insights
Dashboards, metrics, and AI insights to understand performance and trends.
Insights and Reporting provides a complete view of AI agent performance and Voice of the Customer trends.
It helps prioritize improvements, guide product decisions, and align teams with clear, data-backed insights. Ask AI powers deeper analysis through flexible, conversational queries.
Insights and Reporting provides a complete view of AI agent performance and Voice of the Customer trends.
It helps prioritize improvements, guide product decisions, and align teams with clear, data-backed insights. Ask AI powers deeper analysis through flexible, conversational queries.
Features
Track performance against customer and business outcomes
CSAT, deflection, and more
Track core business metrics and dive deeper with AOP-level breakdowns and subtopic performance.
Customizable visual heatmaps
Quickly identify spikes or dips in key metrics. Customizable granularity and sensitivity to suit your team’s needs.
Diagnostic tools
Accelerate improvements to your agents with prescriptive insights for high-impact revisions.
Track performance against customer and business outcomes
Understand customer sentiment with Duet
Natural language questions
Ask open-ended questions like “Why are customers requesting refunds?” to instantly analyze customer conversations.
Summaries and visualizations
Narrow results by channels, escalation flags, CSAT ratings, and more to dig into specific segments your team cares about most.
Product roadmap direction
Scan thousands of conversations to surface trends and back product decisions with real customer data.
Understand customer sentiment with Duet
Prioritize what matters most to customer experience
Customer journey diagrams
Visualize conversation flows and drop-offs to uncover friction and improve conversation design.
Voice of the customer
Organize conversations into topics and themes highlighting which issues surface themost often and how they trend over time.
Knowledge base performance
Track which articles drive value with top references and click-through rates.
Prioritize what matters most to customer experience
See what’s possible
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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.
70%
chat and voice resolution
“
With the previous vendor, at least half my week was dedicated to maintaining their system. With Decagon, it’s been a night-and-day difference.
80%
deflection rate
“
Though we already had a robust Voice of the Customer program and an understanding of customer inquiries we thought we could deflect, we saw 10x higher deflection at launch than we anticipated.
95%
cost reduction
“
The Decagon team consistently finds ways to make things work. They really understand what we’re asking for, get creative in how we solve problems, and keep pace with how quickly we want to stand things up.
1M
revenue from fully AI-handled conversations
The AI concierge for every customer.