Decagon vs PolyAI
Decagon
decagon.ai
PolyAI
poly.aiSide by side
| Figure | Decagon | PolyAI |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | Yes | Yes |
| Plans published | 0 | 1 |
| Spec score · Enterprise AI Chatbots Software | 7.3 (#12) | 6.8 (#16) |
| Spec score · AI Customer Service Software | 7.4 (#22) | 6.9 (#32) |
| Spec score · AI Agents for Customer Support Software | 7.4 (#15) | 6.9 (#22) |
| Spec score · AI Customer Service Agents | 7.3 (#33) | 6.9 (#40) |
| Spec score · Customer Service Voicebots | 7.4 (#18) | 6.9 (#26) |
| Spec score · Business Ai Tools | 7.5 (#19) | 6.9 (#24) |
| Channels | The platform unifies customer experiences across chat, voice, and email. | The homepage lists voice, SMS, WhatsApp, mobile app, web chat, email, and in-app voice as customer channels. |
| Integrations | Decagon lists connectors for Salesforce, Intercom, Zendesk, Confluence, Contentful, Kustomer, Amazon Connect, and RingCentral. | PolyAI offers pre-built integrations, a self-serve Connect Portal, and open APIs; its integration catalog lists 130+ integrations. |
| Product | Decagon is a conversational AI platform for building, optimizing, and scaling customer service agents. | PolyAI builds dialog agents to handle enterprise customer conversations, with the goal of resolving them without escalation. |
| Security | The security page states that data is encrypted with AES-256 at rest and TLS 1.2+ in transit, and that Decagon enforces zero data retention with AI providers including OpenAI and Anthropic. | PolyAI lists SOC 2 Type 2, ISO 27001, PCI DSS, GDPR, and HIPAA certifications or compliance credentials on its security page. |
Plans
In their own words
Decagon
Decagon is a conversational AI platform for building, optimizing, and scaling customer experience agents. It brings chat, voice, and email into a shared intelligence layer, and its supported channels also include SMS and WhatsApp. Teams can define agent workflows in natural language through Agent Operating Procedures. Tools for simulated conversations, unit testing, versioning, experimentation, analytics, observability, and ongoing conversation review support agent development and monitoring. Duet analyzes customer conversations to find workflow gaps and generate, test, and refine procedures. Connectors, APIs, MCP support, and custom tools connect agents with data, actions, and escalations; SIP trunking supports voice connections. Listed integrations include Salesforce, Intercom, Zendesk, Confluence, Contentful, Kustomer, Amazon Connect, and RingCentral. Decagon also lists workflow actions, human handoff, multilingual support, and API access. Security features include AES-256 storage and backup encryption, TLS 1.2 or higher in transit, and zero data retention with AI providers. The paid platform runs on the web and through an API, with pricing available on request.