Decagon, a leading AI agents platform for customer experience, has announced the launch of Decagon University, an AI education initiative designed to empower teams across customer experience (CX), product, and engineering with the skills needed to build, optimize, and scale AI agents.
The program was unveiled at the company’s first Decagon Dialogues event, alongside the introduction of Decagon Voice 2.0, a major upgrade delivering performance improvements, cross-channel memory, and advanced customization to align with brand identity.
Decagon University: Democratizing AI Skills
Traditionally, building AI agents has been slow and heavily dependent on engineering teams or costly third-party services. With AI adoption accelerating, Decagon aims to shift this model by giving frontline teams greater control over agent behavior and outcomes.
At the core of this initiative is Agent Operating Procedures (AOPs) — a framework enabling non-technical professionals to quickly define and refine AI logic. Through video courses, hands-on training, and certification programs, Decagon University enables CX, product, and engineering teams to build AI fluency and proficiency in Decagon’s platform, reducing reliance on technical specialists.
“Decagon University made it possible for our teams to self-serve, learn faster, and gain the confidence to build AI agents independently,” said Danielle Doremus, Senior Director of Business Operations and Customer Experience at ClassPass.
Decagon Voice 2.0: Faster, Smarter, More Personal
Alongside the education platform, Decagon introduced Decagon Voice 2.0, the next-generation conversational AI solution. The update delivers a 65% latency reduction, enabling faster, more natural conversations. It also offers fine-grained customization, cross-channel memory, outbound calling, and SMS integration — unlocking new applications such as proactive reminders, onboarding, customer retention, and promotional outreach.
“With Decagon Voice, we can deliver seamless, personalized support that aligns with Chime’s member-first values,” said Janelle Sallenave, Chief Experience Officer at Chime. “Its performance and cross-channel integration help us create conversations that feel more natural and truly connected.”
Future of AI Agents
The event also featured Jesse Zhang, Co-founder and CEO of Decagon, and Mike Krieger, Chief Product Officer at Anthropic, discussing the evolving role of AI agents in customer engagement. Sessions with CX leaders and early adopters highlighted the industry’s shift toward transparent, adaptable, and enterprise-ready AI tools.
“AI agents are reshaping how businesses interact with customers,” said Zhang. “With Decagon University and Voice 2.0, we’re giving organizations the speed, transparency, and control to design once and deploy everywhere.”
