TLDR: Decagon, a leader in AI agents for customer experience, has unveiled ‘Decagon University,’ an education program designed to equip all teams—from CX to engineering—with the skills to build and scale AI agents. Simultaneously, they launched ‘Decagon Voice 2.0,’ featuring a 65% reduction in latency, cross-channel memory, and enhanced customization for more natural and personalized customer interactions. These initiatives aim to democratize AI agent development and improve customer service efficiency.
SAN FRANCISCO – September 24, 2025 – Decagon, a prominent platform specializing in AI agents for customer experience, today announced two significant advancements: the launch of ‘Decagon University’ and the next generation of its ‘Decagon Voice’ product, now at version 2.0. These initiatives were unveiled at the company’s inaugural ‘Decagon Dialogues’ event, signaling a strategic move to empower businesses in the rapidly evolving AI era.
Decagon University is positioned as a flagship AI education program, meticulously designed to provide every team within an organization—spanning customer experience, product development, and engineering—with the essential skills and confidence needed to build, optimize, and scale AI agents. The program addresses a critical industry challenge where AI agent development is often slow, resource-intensive, and heavily reliant on specialized engineering teams or costly external services. By offering video courses, hands-on training, and certification, Decagon University aims to foster AI fluency and mastery of Decagon’s platform among non-technical personnel, enabling them to define and iterate on AI logic quickly through ‘Agent Operating Procedures (AOPs).’ Danielle Doremus, Senior Director of Business Operations and Customer Experience at ClassPass, lauded the program, stating, “As we scaled with Decagon, we needed a self-serve way for teams across the organization to build and shape AI agents so we could move faster. Decagon University made that possible by training our teams and giving us the confidence to operate with greater speed and consistency.”
Complementing the educational launch, Decagon introduced ‘Decagon Voice 2.0,’ which brings substantial performance upgrades and new functionalities. Key enhancements include a remarkable 65% reduction in latency, facilitating faster and more natural conversational flows. The updated Voice 2.0 also offers fine-grained customization options, allowing brands to imbue AI agents with their unique voice and personality. Furthermore, it integrates cross-channel memory, outbound calling capabilities, and SMS integration, unlocking diverse new use cases such as proactive reminders, promotional outreach, onboarding processes, and retention workflows. Janelle Sallenave, Chief Experience Officer at Chime, highlighted the impact: “At Chime, delivering fast, effortless support is essential to helping our members build a healthier financial future. 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.”
The ‘Decagon Dialogues’ event also featured a keynote address by Jesse Zhang, Co-founder and CEO of Decagon, and Mike Krieger, Chief Product Officer at Anthropic, who discussed the future trajectory of AI agents. The discussions underscored a broader industry shift towards transparent, adaptable, and enterprise-ready AI solutions that grant businesses greater control over their customer experience strategies. Zhang emphasized Decagon’s mission: “AI agents are changing how businesses connect with their customers, but most tools are still too slow, expensive, and complex. Our goal is to put the power back in the hands of the people closest to the customer. With Decagon University and our latest product innovations, any team can design a workflow once and deploy it everywhere, with the speed, control, and transparency they need to scale.”
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Decagon, recognized on the 2025 Forbes AI 50 List, continues to lead in conversational AI, enabling enterprises to build, optimize, and scale AI agents for secure, reliable, and always-on customer service. The company’s solutions aim to foster meaningful connections between brands and customers, redefining the standards of customer experience.
