Decagon

Decagon runs a B2B SaaS model: customers pay a recurring subscription for AI-powered customer-support agents that handle tickets, live chat, and voice calls. Buyers are mid-market and enterprise SaaS companies — names like Bilt, Webflow, and Eventbrite — that purchase Decagon's software to automate tier-1 support volume. Revenue is recognized on a subscription basis, likely with tiers tied to conversation volume, number of active agents, or feature access. The model's economics benefit from software gross margins typical of B2B SaaS (70–80% industry standard), where the marginal cost of routing an additional support conversation through the AI agent is close to zero once the system is trained and deployed. The cost base is weighted toward engineering (model development, infrastructure) and go-to-market sales headcount, not variable service delivery. Decagon does not pay per-call fees to telephony providers as a pass-through; those costs are absorbed into the platform fee. The expanding mix from chat-only into voice support increases per-customer value without proportionally increasing cost of goods sold, which structurally improves unit economics as customers move up the product tiers.