Latest news with #OperatingProcedures
Business Wire
23-06-2025
- Business
- Business Wire
Decagon Raises $131M at $1.5B Valuation to Deliver Concierge Customer Experience with AI Agents
SAN FRANCISCO--(BUSINESS WIRE)-- Decagon, the leader in conversational AI agents for customer experience, today announced $131 million in s eries C funding, pushing its total funding to $231 million just one year after emerging from stealth. The round valued the company at $1.5 billion and drew 5x more investor demand than capacity, underscoring Decagon's momentum and market leadership. The round is co-led by Accel and Andreessen Horowitz (Growth Fund), with participation from existing investors A*, Bain Capital Ventures, and BOND, and new investors Avra, Forerunner, and Ribbit Capital. 'We're at a defining moment for AI agents, with massive demand specifically in the customer experience sector,' said Sarah Wang, General Partner at a16z Growth. 'Decagon has the technical prowess, focus, and expertise to lead this market, and this latest round is a testament to that.' In an industry crowded with customer support solutions, Decagon stands apart with its product-driven approach: A gent Operating Procedures (AOPs). AOPs empower customer experience operators to design and adjust AI agent behavior in real time using natural language, while technical teams retain full control over the underlying code. This enables brands to rapidly deploy and continuously improve the AI agent experience with Decagon, while maintaining the structure and rigor of code under the surface. Businesses can go live in weeks — not months — without relying on costly professional services. They also gain real-time visibility into agent performance across every channel, allowing teams to quickly identify issues, experiment safely, and continuously improve the end-user experience. As a result, Decagon's AI agents empower leading brands like Hertz, Eventbrite, Duolingo, Oura, Bilt, and Notion to deliver intelligent, high-quality customer experience at scale. 'At Hertz, we're focused on leveraging technology that delivers a more seamless experience for our customers,' said Vikram Rajagopalan, Vice President of Customer Experience at Hertz. 'Our partnership with Decagon has taken us from idea to impact without sacrificing control, visibility, or enterprise standards. Its AI agents are flexible, reliable, and built for scale, which is enabling more personalized interactions and helping transform how we serve our customers." 'Decagon's relentless focus on customer outcomes and differentiated approach to human-agent collaboration make them a breakout leader in AI agents for customer experience,' said Ivan Zhou, Partner at Accel. 'They've become the trusted AI partner for leading enterprises like Hertz, and are accelerating the way every company engages their customers with AI." Decagon works across channels to meet customers where they are — whether that's chat, email, voice, or SMS. With a centralized intelligence layer at its core, Decagon lets companies define workflows, knowledge, and brand voice once and apply them across every channel. This unified approach enables Decagon to handle complex tasks like refunds, identity verification, and escalations with precision and consistency, regardless of a customer's preferred channel. 'We've always believed that success comes from matching execution with the right market,' said Jesse Zhang, Co-founder and CEO of Decagon. 'Brands see the massive opportunity AI agents bring to customer experience, and they want a partner who can help them capture that opportunity. This funding reflects the very real, growing demand for what Decagon delivers.' This latest funding round comes after a period of rapid growth for Decagon. Over the past year, the company grew from zero to eight figures in annual recurring revenue (ARR) and more than quadrupled its customer base. Today, Decagon's platform powers faster, smarter customer service for 10s of millions of end-users across global brands. In April, the company debuted on the Forbes AI 50 list. This fresh funding will fuel Decagon's push to scale its product and team in response to surging market demand. With customers already seeing outsized impact, the company is focused on accelerating innovation and seizing this market-defining moment. For more information, see here. About Decagon Decagon is the leading conversational AI platform empowering brands to deliver concierge customer experience with AI agents. Combining the power of natural language with the precision of code, Decagon's Agent Operating Procedures (AOPs) enable enterprises to build, optimize, and scale AI agents for secure, reliable, always-on customer service. Whether resolving issues or proactively helping customers discover greater value, Decagon builds meaningful connections between brands and customers that are authentic, intelligent, and truly satisfying—redefining what customer experience should be. For more information, visit
Business Wire
04-06-2025
- Business
- Business Wire
Firefly Health Drives Virtual Care Quality as First National Primary Care Practice to Achieve NCQA Accreditation
WATERTOWN, Mass.--(BUSINESS WIRE)-- Firefly Health, a pioneer in virtual-first care, is among five organizations nationwide to earn the prestigious NCQA Virtual Care Accreditation. Importantly, Firefly is the first national primary care practice to receive this designation, distinguishing itself from other accredited programs operating in limited states or providing non-longitudinal care. As healthcare shifts to virtual and hybrid modalities, NCQA identified a need for standardized, safe, effective, and equitable frameworks. Firefly was a key collaborator in this two-year pilot, helping to both develop and then apply for the program. ' NCQA's commitment to quality and patient-centered care aligns with Firefly's mission. Achieving one of the first virtual primary care accreditations reinforced our dedication to high-quality care and strengthened our processes. We're excited to continue partnering with NCQA to set the standard for virtual care, expanding access to patients nationwide, ' said Dr. Nisha Basu, Chief Clinical Officer of Firefly Health. The NCQA Virtual Care Accreditation standards address vital elements of quality and patient protections. Key areas include ensuring personalized, actionable treatment plans that demonstrate a real investment in the patient beyond a virtual interaction. This means assessing virtual care suitability, ensuring translation services, identifying external resources, and utilizing the virtual setting to gather comprehensive patient information, including social determinants of health. Aligning with NCQA's framework, Firefly refined its operations. This included developing detailed Standard Operating Procedures for technology, clinical, and operational practices, and strengthening training. The company also improved its Race, Ethnicity, and Identity (REI) data collection to continually address evolving patient needs. About Firefly Health Firefly is a primary care and health plan provider serving members and employers nationally. Through their hybrid primary care offering, Firefly delivers team-based care that seamlessly integrates primary care, chronic condition management, mental healthcare, and specialty care into its affordable employer-sponsored health plan. Learn more at About NCQA NCQA is a private, nonprofit organization dedicated to improving health care quality. NCQA accredits and certifies a wide range of health care organizations. It also recognizes clinicians and practices in key areas of performance. NCQA's Healthcare Effectiveness Data and Information Set (HEDIS®) is the most widely used performance measurement tool in health care. NCQA's website ( contains information to help consumers, employers and others make more informed health care choices. NCQA can be found online at on Twitter @ncqa, on Facebook at and on LinkedIn at
Yahoo
04-06-2025
- Business
- Yahoo
Firefly Health Drives Virtual Care Quality as First National Primary Care Practice to Achieve NCQA Accreditation
WATERTOWN, Mass., June 04, 2025--(BUSINESS WIRE)--Firefly Health, a pioneer in virtual-first care, is among five organizations nationwide to earn the prestigious NCQA Virtual Care Accreditation. Importantly, Firefly is the first national primary care practice to receive this designation, distinguishing itself from other accredited programs operating in limited states or providing non-longitudinal care. As healthcare shifts to virtual and hybrid modalities, NCQA identified a need for standardized, safe, effective, and equitable frameworks. Firefly was a key collaborator in this two-year pilot, helping to both develop and then apply for the program. "NCQA's commitment to quality and patient-centered care aligns with Firefly's mission. Achieving one of the first virtual primary care accreditations reinforced our dedication to high-quality care and strengthened our processes. We're excited to continue partnering with NCQA to set the standard for virtual care, expanding access to patients nationwide," said Dr. Nisha Basu, Chief Clinical Officer of Firefly Health. The NCQA Virtual Care Accreditation standards address vital elements of quality and patient protections. Key areas include ensuring personalized, actionable treatment plans that demonstrate a real investment in the patient beyond a virtual interaction. This means assessing virtual care suitability, ensuring translation services, identifying external resources, and utilizing the virtual setting to gather comprehensive patient information, including social determinants of health. Aligning with NCQA's framework, Firefly refined its operations. This included developing detailed Standard Operating Procedures for technology, clinical, and operational practices, and strengthening training. The company also improved its Race, Ethnicity, and Identity (REI) data collection to continually address evolving patient needs. About Firefly Health Firefly is a primary care and health plan provider serving members and employers nationally. Through their hybrid primary care offering, Firefly delivers team-based care that seamlessly integrates primary care, chronic condition management, mental healthcare, and specialty care into its affordable employer-sponsored health plan. Learn more at About NCQA NCQA is a private, nonprofit organization dedicated to improving health care quality. NCQA accredits and certifies a wide range of health care organizations. It also recognizes clinicians and practices in key areas of performance. NCQA's Healthcare Effectiveness Data and Information Set (HEDIS®) is the most widely used performance measurement tool in health care. NCQA's website ( contains information to help consumers, employers and others make more informed health care choices. NCQA can be found online at on Twitter @ncqa, on Facebook at and on LinkedIn at View source version on Contacts Liz Kellogg, Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
