Delivering high-performance customer support

Launched in 2023, Decagon⁠(opens in a new window) has quickly become a key player in automating customer support for companies like Curology, BILT, Duolingo, Eventbrite, Notion, and Substack. OpenAI’s models are crucial in their ability to deliver fast, reliable responses—without human intervention.

From enterprises to tech-forward startups, Decagon helps businesses globally handle millions of support conversations without sacrificing quality or speed. The company uses a combination of OpenAI’s models—including GPT‑3.5, 4, 4o, 4 Turbo, and OpenAI o1‑mini—to deliver agentic bots that go beyond response generation and service the entire customer lifecycle.

Delivering fast, nuanced, and scalable solutions with OpenAI

Decagon’s customers require scalable, high-quality support that can handle complex inquiries. Their two founders, having successfully exited AI companies previously, recognized the need for a support solution that went beyond basic automation to deliver nuanced yet fast responses across vast numbers of interactions.

“We know that latency has a direct impact on customer satisfaction. Every second counts when you’re dealing with real-time customer support,” says Ashwin Sreenivas, Decagon’s co-founder and CTO.

But maintaining a high level of automation while ensuring precision required more than just traditional automation tools—it required advanced AI models capable of reasoning through complex tasks. With OpenAI’s models, the Decagon team was able to architect a flexible solution that allows clients to fully customize their workflows to their needs.

Achieving optimal performance with GPTs and fine-tuning

Decagon uses a creative combination of OpenAI’s GPT models, which offers flexibility and customization to meet the diverse needs of Decagon’s customers. OpenAI’s platform also helps the Decagon team optimize performance across a range of tasks: “We found that different models have different strengths,” Sreenivas notes.