Agent Operating Procedures: Decagon’s approach to AI agents for CX | Decagon

This post introduces Agent Operating Procedures (AOPs) as Decagon's product-centric approach to building AI agents for customer experience. AOPs combine natural language with code for dynamic response to complex issues and multi-step workflows, enabling non-technical users to shape AI logic while engineers maintain control. The system aims for faster development cycles (weeks vs. months), improved transparency into decision-making, and scalable, trusted results with enterprise-grade guardrails for security and validation.