Introducing Proactive Agents: User Memory and Outbound Voice built for the AI Concierge | Decagon

This post introduces Proactive Agents, a new capability for the AI Support Agent Platform, by integrating user memory and outbound voice. User memory allows agents to retain conversational history and capture structured metadata (feature requests, sentiment, preferences) across interactions and channels. Outbound voice enables AI agents to initiate proactive calls, handling complexities like voicemail detection and regulatory compliance, powered by Agent Operating Procedures (AOPs). Agent Workbench is also launched as an AI chat assistant for debugging and optimizing agent performance by analyzing logs, reasoning, and latency events.