Build or buy? Navigating AI support agents | Decagon

What this post added

This post introduces Decagon's AI Support Agent Platform and its core concept of Agent Operating Procedures (AOPs). It details the strategic considerations for building vs. buying AI support agents, highlighting Decagon's approach to customization, risk mitigation, and integration. The post also outlines how the platform addresses multi-channel challenges (voice, chat, email) and simplifies operational overhead and scalability through automated training, content management, monitoring, and robust infrastructure. It emphasizes a hybrid approach where Decagon's platform can be combined with internal enhancements.