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

What this post added

This post introduces Proactive Agents, which enhances the AI Support Agent Platform with user memory and outbound voice capabilities. User memory allows for persistent conversational context and structured metadata capture (e.g., feature requests, preferences) across interactions. Outbound voice enables proactive customer engagement via initiated calls, with built-in handling for voicemail, robocall screeners, and regulatory compliance. Agent Workbench is introduced as a self-serve debugging tool that leverages agent logs, reasoning, traces, and latency events to provide actionable insights for performance improvement.