"Agent, agent, agent": designing conversations to reduce barge | Decagon

What this post added

This post details how Decagon's conversational design team reduced 'barge' rates in billing dispute calls by over 15% through specific conversational design changes. These changes include reducing response length to prioritize critical information, eliminating system-serving questions in favor of those that advance the caller's goal, and implementing conversational state management to prevent repetition of bill details. These insights have been codified into guidelines for billing workflows and are actionable via Decagon's Agent Operating Procedures (AOPs) and Duet platform, enabling rapid iteration and deployment of conversational improvements.