Decagon

Decagon Pro Tips

✅ Start narrow: launch with 3–5 high-volume intents (refunds, address changes, password resets).
✅ Define success per intent: Autonomous Resolution Rate, CSAT target, Avg Handle Time, Reopen rate.
✅ Wire real systems early (CRM, orders, billing, auth) with read/write scopes so the agent can take actions, not just answer FAQs.
✅ Map a golden path for each workflow (inputs → validations → action → confirmation) and make actions idempotent.
✅ Use Agent Assist first to draft replies for humans; promote flows to full autonomy once CSAT/QA thresholds are met.
✅ Design clear escalation rules: trigger on low confidence, sentiment drop, or KBA failure; pass transcript, intent, and suggested reply to the human.
✅ Keep a single source of truth (KB + policy snippets + product catalog); expire or version content so answers don’t drift.
✅ Add guardrails in the system prompt: tone, do/don’t lists, compliance notes, refund limits, and phrasing examples.
✅ QA continuously with Watchtower: sample low-CSAT, long threads, loops, and handoffs; feed misses back into retraining.
✅ Track the right metrics by intent: Resolution Rate, Containment, CSAT, FCR, Escalation reasons, and Cost per resolved ticket.
✅ Run canary rollouts (5–10%) and A/B compare bot versions before full deployment.