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.

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.