Building Decagon: A Journey into AI and Customer Experience
Table of Contents
Introduction
My name is Jesse, a co-founder of Decagon, where we specialize in creating AI agents aimed at enhancing customer support and experience for large corporations. Our journey has been a rollercoaster ride, hitting seven figures in recurring revenue in just six months, and we continue to grow.
Background

Growing up in Boulder, Colorado, I cultivated an interest in math and science. This passion led me to study computer science at Harvard, where I was determined to build something impactful. My eagerness to dive into real-world projects pushed me to graduate early, allowing me to focus on my entrepreneurial journey.
The Entrepreneurial Journey Begins
After Harvard, I launched my first company, which was eventually acquired by Niantic. This experience taught me invaluable lessons that I carried into my next venture, Decagon. Our focus is on addressing inefficiencies in customer support operations, which often rely on large BPOs to handle a high volume of tickets.

The Role of Generative AI
By leveraging generative AI technology, we automate many tasks traditionally handled by human agents, significantly enhancing the customer experience. This gives us a competitive edge by allowing us to be agile and responsive to customer needs.
Understanding the Market
Many advised us that the support sector was saturated with established players, but we saw this as an opportunity. The immediate ROI our customers experienced demonstrated a clear demand for innovative solutions in customer support.
Building a Customer-Driven Product
In our initial stages, we prioritized feedback from our clients over preconceived product visions. By concentrating on understanding the unique needs of our customers, such as those of Vanta, we developed a service that directly addressed their challenges, particularly in automation for complex queries.
Iterative Development Process
For the first six months, we focused solely on features directly requested by our early customers. This approach has evolved as we gained more insights, but our commitment to a customer-first philosophy remains a core aspect of our product development.
Learning from Experience
The Transition from Consumer to B2B
My first company, Low Key, was targeted at consumers which presented unique challenges in gauging user needs. Unlike B2B, where client feedback is more structured, the consumer market often lacks direct communication about revenue and value.
Scaling Challenges
As I transitioned into B2B with Decagon, the focus shifted to understanding how to monetize effectively and addressing scaling challenges. The journey reshaped my understanding of market dynamics and customer engagement, requiring new strategies at each growth stage.

Connecting with Customers
In the initial stages, we emphasized establishing structured customer calls. Understanding customer pain points helped us devise solutions that were genuinely sought after, confirming their willingness to pay for effective services.
Valuing Customer Insights
Even when faced with skepticism about our niche being “too crowded,” the feedback we received was invaluable. It validated the demand for our solutions and guided our development process.
Conclusion
Building Decagon has been a unique experience, with every step dictating the importance of customer engagement. By maintaining an intense focus on understanding customer needs and fostering strong relationships, we position ourselves not just to compete but to thrive in a growing industry.
Final Thoughts for Founders
As I reflect on my journey, I recognize that youthful intensity and a willingness to learn from failures can be powerful tools in entrepreneurship. Engaging deeply with customers will always inform great product decisions, and that is the essence of our approach at Decagon.
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