Decagon Pros and Cons

Decagon excels with its quick response time, insightful feedback, and collaborative approach. The AI-powered "Ask AI" feature and the Insights tab stand out, offering quick conversation summaries and easy issue resolution. Strong tools and exceptional support make Decagon a highly effective partner. Review collected by and hosted on G2.com.

Decagon offers excellent functionality, but usability could improve with enhancements. Adding trends like DoD, WoW, and MoM to the Dashboard would make it easier to track shifts in trends, volume, and deflection rates. Prioritizing key insights in the Insights tab would help teams focus on high-priority items quickly. Review collected by and hosted on G2.com.

1. Pace of iteration is extremely helpful. If we have any issues that are blocking us, the Decagon team is very quick to iterate and unblock us.

2. The team is really fun and engaging, receptive to feedback, and willing to ideate and troubleshoot different solutions when we hit roadblocks.

3. The QA feature is incredible, and having control over the inputs there is a game changer.

4. The overall self serve improvements over the last half have been SO helpful. Controlling different settings, tools, having an audit log for revision history. The commitment to self serve options is clear and as a non-technical operations person, it's significantly improved my workflow with each new tool we have access to.

5. The tools feature is a HUGE game changer for us, unlocking the ability to easily integrate more of our endpoints without requiring Decagon intervention. Review collected by and hosted on G2.com.

1. The conversations open in a sidepeek and it is visually overwhelming to try and dig into conversation audit logs, etc. when the list of conversations is taking up so much real estate on the page when it's not being used at all. I would love to view conversations as their own page.

2. Filters are static and don't allow the ability to select AND or OR between different filters, and you can't filter by time within a day

3. Tags in the knowledge tab are just written in a list and nothing on the page indicates what the tag is related to or is controlling. It would be helpful if they were segmented by the type of tag. Ex: customer type, locale, user article segments, etc. You also can't filter by selecting multple tags, which is incovenient when looking for a specific subset of information. Review collected by and hosted on G2.com.

The AI performs extremely well and the team is both reliable and flexible to our needs. The implementation was seamless and over 4,000 customers interact with the AI on their support issues per day. Our customer support team could not operate without this tech. Review collected by and hosted on G2.com.

Some products are in early stages but those products are evolving quickly Review collected by and hosted on G2.com.

In a world where everyone is leveraging AI and there are a ton of new companies competing in the same space, hands on support is crucial! The Decagon team does this exceptionally well. Whether there's an issue, I need someone to bounce ideas off of, or we're implementing a new feature, the Decagon team constantly has my back. Review collected by and hosted on G2.com.

You need to have a dedicated person on your team to manage the bot. I find myself struggling with this, given my limited bandwidth. Review collected by and hosted on G2.com.

Speed, a world-class deployment team, and a partnership that aligns neatly with our company's vision. Review collected by and hosted on G2.com.

Minor product gaps. The lack of access to some basic features has been noticeable at times. Review collected by and hosted on G2.com.

There is so much to brag about regarding our partnership with Decagon. Decagon has been extremlely effective with completing actions communicated in our meetings in a timely fashion. The team is accessible anytime and know 100% what they are talking about, we absolutely know this because of the improvement in the data that I analyze. In the entry phase of integration, the team made it extremely clear and simple on what is needed. It was as simple as having your general training materials prepared. Due to Decagon's skilled and knowledgable team, we were able to collaborate and simplify our support processes through complex workflows which has resulted in quick and easy use on our frontend to our consumers. Since implementation, the use and engagement with the chatbot has increased daily by our members. We are proud to mention that thousands of customer inquiries have been resolved and deflected by over 90% for one line of business. Our customer support has evolved for the better and is still growing. Review collected by and hosted on G2.com.

Starting out, you may require very close monitoring to ensure the bot is effective according to the new information you feed it, It is a learning bot. This could be slightly time consuming depending on when this is rolled into your business. However, this is worth it based on the results you get overtime. You will not have to do this as it is fed more and more information. Once you get know how and why the bot is reacting in certain processes, you too also learn how to speak into it to get the best results for those quick fixes. Review collected by and hosted on G2.com.

Decagon offers a robust solution that is customizable for your specific team goals. Implementation was very quick (<1 week) and the team is constantly pumping out new features (better analytics, knowledge suggestions, etc) that make Decagon stand out. They have a great team who meets with us weekly and helps solve problems quickly with creative solutions. Review collected by and hosted on G2.com.

As a new player in the space, Decagon lacks some self-serve customizability (ex. Deflection flows, APIs) that allows it's customers to build out themselves rather than requiring their team. I know this is on their roadmap but it's a big need for our team now to scale faster. Review collected by and hosted on G2.com.

The product is great, the admin site is easy to use and provides a lot of information. Their communication is great and they meet deadlines. Review collected by and hosted on G2.com.

I don't dislike anything about Decagon. I am excited to see their growth as they continue to only get better. Review collected by and hosted on G2.com.