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.
Watchtower
Gain complete visibility into every customer conversation
Always-on monitoring and QA for AI and human agent interactions against your custom criteria
Watchtower gives you complete, real-time visibility into every customer conversation, without the manual overhead of traditional QA.
Whether you're monitoring for compliance risks, negative sentiment, or upsell signals, Watchtower reviews every interaction against your custom criteria and surfaces what matters most.
Watchtower gives you complete, real-time visibility into every customer conversation, without the manual overhead of traditional QA.
Whether you're monitoring for compliance risks, negative sentiment, or upsell signals, Watchtower reviews every interaction against your custom criteria and surfaces what matters most.
Features
Define exactly what you want to monitor
Natural language flagging criteria
Define what matters using natural language. From "mentions of frustration" to "violations of data privacy policy," Watchtower understands your flagging criteria and applies your intent contextually.
Precision filters
Filter by CSAT, support channel, user metadata, resolution status, and more, so your team can quickly zero in on high-impact
Flexible time windows
Review past conversations or set up continuous monitoring going forward. Simply define your time range, and Watchtower handles the rest.
Define exactly what you want to monitor
Scale QA without scaling headcount
Always-on monitoring
Surface compliance risks, sentiment issues, or upsell opportunities the instant they occur, enabling your team to take immediate, informed action.
Custom categorization
No more sifting through endless transcripts. Organize findings into meaningful clusters like “data privacy violations” or “purchase intent,” giving you clarity and focus.
Flexible rubric scoring
Define multiple fields in a single Watchtower, each with its own scoring options. Assign point values and track average scores over time to unlock critical insights.
Scale QA without scaling headcount
Turn support data into customer intelligence
Real-time dashboards
Track trends across flags and categories to spot systemic issues, monitor progress, and prove impact from a single source of truth shared across teams.
Conversation drilldowns
Investigate issues in depth by moving seamlessly from high-level dashboard trends to individual transcripts, with full conversational context.
Comprehensive business insights
Start by catching risks like compliance violations or low CSAT, then expand to uncover product gaps, spot recurring feature requests, and identify conversion signals.
Turn support data into customer intelligence
See what’s possible
.svg)
“
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.