Decagon ships a powerful AI-agent platform — and asks you to build, tune, and own the workflows. Auralis ships the outcomes, with our team running the optimization cadence. Here is how they actually compare on the things that move tickets.
Speak to an AI Expert →Decagon builds the platform; you run it. Auralis builds, runs, and optimizes on your behalf — your team reviews the numbers, not the tooling.
The biggest gaps between Auralis and Decagon — on the things that actually affect support outcomes.
Days. Our team configures Autopilot to your KB and ticket categories in week one.
Weeks. Customers design AOPs (Agent Operating Procedures) before agents ship.
Auralis runs the weekly tuning, QA, and KB-gap closure. Outcomes are ours to deliver.
Your CX team owns iteration. Decagon provides the tooling; you provide the staffing.
Public calculator and a direct quote on the first call. No procurement gauntlet.
Sales-led, multi-stakeholder enterprise procurement. No published pricing.
Capabilities cited from each vendor's public site as of this week.
| Capability | ✦ Auralis | Decagon |
|---|---|---|
| Positioning | Outcomes — deflection, AHT, FRT, CSAT — shipped by our team. | Configurable AI-agent platform you build and operate. |
| Time to first deflection | Days from kick-off. | Weeks; depends on AOPs design and review. |
| Who builds the workflows | Auralis (from your KB + your top ticket categories). | You, in natural-language AOPs. |
| Channels | Chat, email, voice (Answer in beta). | Chat, email, voice. |
| Optimization cadence | Weekly tuning by Auralis. Locked KPIs. | You define and run experiments and QA. |
| Pricing model | Mid-market friendly. Public calculator. | Enterprise, sales-led. Pricing not published. |
| Sweet-spot customer size | 5–200 support agents. $5M–$500M revenue. | Enterprise. Chime and large brands. |
| Proof metrics | ~60% deflection · ~30% AHT · ~35% FRT · ~10% CSAT · 15+ hrs/agent/wk | Chime: 70% resolution · 80% deflection · 95% cost reduction. |
| Knowledge ownership | Auralis-curated Knowledge Center — we manage gaps and freshness. | Your team curates and updates. |
| Voice readiness | Beta (Answer). | GA. Decagon Voice is a marquee module. |
| Implementation | Done-for-you — Auralis configures, tunes, and reports. | Self-service tooling + Decagon University. |
| ROI artifact | Quantified ROI model delivered after the first call. | Customer stories with outcome numbers. |
| Best fit if you want… | Outcomes in 30 days without spinning up a CX-ops squad. | A platform to build a deep, branded agent program with internal CX-ops resources. |
| Best avoided if you want… | Total operator control of every workflow detail. | Predictable mid-market pricing and a turnkey go-live. |
Three patterns from customers who moved from Decagon to Auralis.
From sign-off to first deflection in two weeks. Auralis runs every step.
Straight answers to what enterprise buyers ask when comparing options.
Decagon sells you a platform or feature set. Auralis sells you outcomes — our team configures, tunes, and reports against your KPIs. You spend zero time learning a new ops platform.
Most Auralis customers are live in 10–14 days using the playbook above. We own every step.
~60% ticket deflection in repetitive categories, ~30% AHT reduction, ~35% faster first response, ~10% CSAT lift, and 15+ hours saved per agent per week. All numbers validated against the GrowthOS cohort.
Auralis does. We hold the weekly review, surface KB gaps, propose policy changes, and report against your locked KPIs. Decagon expects your team to do this work.
Auralis pricing is published as a calculator and quoted on the first call. Decagon runs a sales-led process. Auralis is materially less expensive at the mid-market support team size (5–200 agents).
Yes. We deploy Auralis on a slice of categories or a percentage of traffic first. You keep Decagon running on the rest until you’re confident. Cutover is non-disruptive.
Enterprise customers with a CX-ops engineering team, a complex multi-brand voice program, and a multi-quarter procurement cycle. If that’s you, evaluate both. If you want outcomes shipped in days at mid-market pricing, Auralis is built for that case.
Your tickets, your KB, your stack — live in the session. Walk away with a written 10-day go-live plan and a quantified ROI model, whether you book or not.
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