How This Entrepreneur Built A $1.5 Billion AI Unicorn In One Year

The next time you complain to customer service about an incorrect order, the apologetic agent issuing a refund might be an algorithm—and you probably won’t be able to tell. That’s the bet behind AI unicorn Decagon. Launched in 2023, the San Francisco–based startup already boasts a $1.5 billion valuation on the promise that it can build AI agents to handle common customer service tasks like product returns, cancellations and credit card replacements. Decagon says its AI can respond with human nuance and personality—without the human down-sides of exhaustion, temper and a bad attitude. “We want to build the smartest, most human-like, most empathetic agents,” says cofounder Jesse Zhang. So far, he has signed deals with companies like Duolingo, Hertz and ClassPass. Decagon has raised Cofounder