What is real-time customer support and how to get it right | Decagon

This post details how Decagon's AI Support Agent Platform, specifically through Agent Operating Procedures (AOPs) and Watchtower, enables CX teams to manage AI behavior and monitor performance without engineering intervention. It highlights the shift from routing-focused tools to resolution-focused AI agents, emphasizing non-technical control for CX operators to update AI logic, escalation rules, and response guidelines. The post also discusses the economic impact of agentic AI in resolving customer service issues and reducing operational costs, citing examples like ClassPass achieving 24/7 support with significant cost reduction.