Decagon vs crescendo: An honest comparison for 2025

Choosing an AI customer support platform feels like a huge commitment, right? It's not just another monthly subscription. If you make the wrong call, you could be stuck with a blown budget, a frustrated team, and a real operational headache. It’s a decision that pays to get right the first time, because switching later is a costly and time-consuming mess.

Two of the biggest names you’ll probably run into are Decagon and Crescendo. Both offer some pretty powerful AI agents, but they’re built on completely different ideas about how to get the job done. One hands you the tools and expects you to build, while the other offers to take the wheel completely.

This guide will give you a straight-up, side-by-side look at their tech, service models, features, and pricing. We’ll get into what makes each one tick so you can make a smart choice from the get-go.

What is Decagon?

Decagon is a conversational AI platform for building your own autonomous AI agents, aimed at enterprise-level customer support. The whole point is to create a secure and reliable AI experience that can handle complex customer issues at a large scale.

The core of Decagon is its Agent Operating Procedures (AOPs). You can think of AOPs as a playbook for the AI. It's a neat system that lets your non-technical CX team write instructions in plain English. At the same time, your engineers build the code-based integrations and guardrails that keep everything running smoothly and securely. This setup gives you a massive amount of control over how the AI behaves.

Decagon also has a feature called Agent Assist, which is an AI copilot that sits alongside your human agents. It gives real-time suggestions, summarizes chats, and helps with grammar, all to help your team work faster and more consistently. It’s a popular tool for big brands like Rippling, Sonos, and WeightWatchers, which makes sense for enterprises with the technical firepower to manage a hands-on platform.

What is Crescendo?

Crescendo’s angle is completely different. It’s a fully managed customer experience (CX) platform that bundles AI agents with optional human support. Their main promise is a totally hands-off experience for you.

When you sign up with Crescendo, you aren't just buying software; you're essentially hiring a team. Their people manage the whole process for you, from deploying the AI and integrating it with your systems to ongoing management and even handling tickets that need a human touch. This is all covered by their Total Outcome Guarantee, which promises a certain level of quality, speed, and customer satisfaction. Every client gets free onboarding and maintenance, which is a big deal for companies that can't spare their own engineers for a support tool.

Crescendo tends to work with growing companies like Webconnex, Rio, and Meister, positioning itself as the go-to outsourced solution for businesses that want to delegate their entire support operation.

Decagon vs Crescendo: Key differences at a glance

While both platforms offer omnichannel AI agents that can handle chats, voice calls, and emails, how they do it couldn't be more different. See our infographic below for a visual breakdown, followed by a quick rundown of the biggest distinctions.

Feature	Decagon	Crescendo
Main Offering	AI agent technology & Agent Assist (Copilot)	AI agents + included human-backed services
Implementation	Your CX and tech teams configure it using AOPs	Fully managed service with free, expert-led setup
Engineering Need	Medium to High	Minimal
Managed Services	No (Software-only model)	Yes (Optional support reps, QA, knowledge management)
CSAT Method	Relies on manual post-interaction surveys	Automatically calculated on all conversations via sentiment analysis
Pricing Model	Per-conversation or per-resolution (quote-based)	Per-solve + monthly fee (publicly listed)

A deep dive into the Decagon vs Crescendo matchup

Alright, let's get into the nitty-gritty. We’ll break down the main parts of each platform to give you a better sense of how they work and what using them is actually like.

Implementation and technical requirements

Decagon: Control for technical teams

Decagon’s whole setup revolves around its AOPs model. It’s a powerful system, but it demands a real partnership between your customer experience and engineering teams. Your business experts write the support logic in plain language, but your developers have to build the system integrations and code-based rules. While this gives you fine-grained control over the AI, it also means you need to have engineers ready to build and maintain it. For teams that just want a tool they can set up quickly, this can feel a bit slow and technical.

Crescendo: A fully managed, hands-free approach

Crescendo flips that script entirely. With its managed service model, Crescendo's experts handle everything for you, and it’s all included at no extra cost. They take care of the AI onboarding, connecting your CRM, building workflows, and tweaking things over time. This means you have almost zero technical lift on your end, which is ideal for teams who want a solid AI solution without dedicating their own engineers to it.

What if you're stuck in the middle?

The gap between these two is pretty wide. Decagon can be too technical for some, while Crescendo’s all-in model doesn’t fit companies that want to keep support in-house and just give their agents better tools.

If you find yourself in that spot, a more flexible platform like eesel AI offers a great middle ground. It’s a self-serve platform that lets you go live in minutes, not months, and you don’t need an engineering team. You still get detailed control over the AI's rules and behavior, but you manage it all through a simple, intuitive interface.

Core product offerings and capabilities

Product suites

Decagon splits its offerings into two main products. First, there's its fully autonomous AI agent that sits on the front lines. Second is its Agent Assist tool, which works as a copilot for your human agents, suggesting replies and summarizing conversations.

Crescendo offers a single, bundled solution. You get an autonomous AI agent and a whole suite of complimentary human support services to handle escalations and manage the operation. It's basically designed to be an outsourced support department in a box.

CSAT calculation

How you measure customer happiness is another key difference. Decagon measures CSAT using traditional post-interaction surveys. This gives you direct feedback, but the picture is often incomplete since only a handful of customers ever bother to fill out surveys.

Crescendo uses a more modern method with its automated CSAT calculation. Its AI analyzes 100% of conversations for tone and sentiment, giving you a complete, unbiased look at customer satisfaction without bugging them with a survey.

Handoffs to human agents

When a conversation needs a human, Decagon’s handoff rules are set up through AOPs. You can create rules to escalate a chat based on keywords, what the customer is trying to do, or if the AI’s confidence level dips too low.

Crescendo adds a clever layer with sentiment cues. Its AI can tell if a customer is getting frustrated or angry and can trigger a handoff to a human, even if the situation doesn't technically match a pre-set escalation rule.

Limitations to consider

Both Decagon and Crescendo are built around a fully autonomous agent model, which can feel a little all-or-nothing. What if you don't want to replace your frontline agents, but just make them faster? Or what if you only want to automate the boring, repetitive tasks like tagging tickets?

This is where a more flexible toolkit can be really helpful. Platforms like eesel AI offer a full suite of products that you can mix and match. You can use its AI Copilot to help your agents write replies in seconds, or deploy AI Triage to automatically tag and route incoming tickets. It gives you more ways to get efficient without having to go for full automation.

Managed services and support

Decagon: The DIY approach

Decagon is a pure technology provider. You buy the software, and your team is on the hook for setting it up, managing it, and handling any human escalations. It's a classic software-as-a-service model where you’re in control.

Crescendo: The 'done for you' model

Crescendo's blended model is what really sets it apart. When you sign on, you get access to their complimentary human-backed services. This includes a team of over 3,000 trained support reps for escalations, QA specialists to review conversations, and experts to manage your knowledge base. Their model is also flexible; you can use Crescendo just for its AI, for AI plus some human backup (like after-hours coverage), or for a completely outsourced operation.

The downside of bundled services

Crescendo's all-in-one approach is great if you're looking to outsource, but it’s a non-starter for companies that have already built a skilled support team and just want to arm them with better tools.

That's a dealbreaker for companies that want to empower the team they've already built. It's where tools like eesel AI fit in. It’s designed to work with and boost your existing team, not replace them. It handles the repetitive stuff so your expert agents can focus on the complex, high-value conversations where they really make a difference.

Pricing comparison: Decagon vs Crescendo

Decagon pricing: Two models, no public rates

Decagon offers two different pricing models, which they talk about in their pricing guide. The first is per-conversation, where you pay a flat rate for every single interaction the AI has. The second is per-resolution, where you pay a higher rate, but only when the AI actually solves an issue without needing a human. They mention that most customers go for the per-conversation model because it's more predictable. But Decagon doesn't publish its rates, so you'll have to book a demo to get a quote.

Crescendo pricing: Transparent, tiered plans

Crescendo is a lot more open with its outcome-based pricing. Their plans are public and pretty straightforward:

• Managed AI: Starts at a $2,900 monthly service fee plus $1.25 per solve.

• Managed AI & Superhumans: Starts at a $2,900 monthly service fee plus $2.25 per solve.

This price includes the AI tech and all the managed services, so you shouldn't run into hidden fees.

A simpler, more predictable alternative

These different models can make it tricky to compare. Decagon's quote-based model makes it hard to forecast costs, while Crescendo's per-solve model, while transparent, can get pricey as your ticket volume grows.

A more predictable way to go is an interaction-based model. For example, eesel AI's transparent pricing plans are based on a set number of AI interactions per month. The Team plan starts at just $239/month (billed annually) for 1,000 interactions. This lets you pick a plan that fits your budget and scale up without worrying about surprise costs or debating what counts as a "solve."

Which platform is right for you?

So, after all that, what's the verdict? It really boils down to your team's setup and your bigger support strategy.

• Go with Decagon if: You’re a large company with an engineering team ready to build and maintain your AI. You want deep, code-level control and a powerful tool to work alongside your existing support agents.

• Go with Crescendo if: You want a completely hands-off, outsourced solution that blends AI with human agents. You don’t have many technical resources and would rather hand off your entire CX operation to a team of experts.

If you’ve been reading this and neither option sounds quite right, you’re not alone. Lots of teams want the power of a top-tier AI but also the flexibility of a self-serve platform that helps their current agents shine.

If that sounds like you, you should explore eesel AI. It offers a powerful, flexible, and clear-cut alternative that keeps you in the driver's seat of your customer support automation, and you can get up and running in minutes, not months.