The AI support partner built for outcomes, not platform homework.
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.
Decagon builds the platform; you run it. Auralis builds, runs, and optimizes on your behalf — your team reviews the numbers, not the tooling.
Decagon builds the platform; you run it. Auralis builds, runs, and optimizes on your behalf - your team reviews the numbers, not the tooling.
- ~60%
- Ticket Deflection - In repetitive support categories
- ~30%
- AHT Reduction - Blended across all channels
- ~35%
- Faster First Response - Across assisted + auto-resolved tickets
- 15+
- Hours Saved / Agent / Wk - Validated · GrowthOS cohort
Three differences that move tickets
The biggest gaps between Auralis and Decagon - on the things that actually affect support outcomes.
TIME TO FIRST VALUE
Auralis: Days. Our team configures Autopilot to your KB and ticket categories in week one. Decagon: Weeks. Customers design AOPs (Agent Operating Procedures) before agents ship.
WHO OWNS OPTIMIZATION
Auralis: Auralis runs the weekly tuning, QA, and KB-gap closure. Outcomes are ours to deliver. Decagon: Your CX team owns iteration. Decagon provides the tooling; you provide the staffing.
PRICING TRANSPARENCY
Auralis: Public calculator and a direct quote on the first call. No procurement gauntlet. Decagon: Sales-led, multi-stakeholder enterprise procurement. No published pricing.
How they compare, row by row
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. |
What we hear on intro calls
Three patterns from customers who moved from Decagon to Auralis.
"We didn't have a CX-ops team to design AOPs."
A mid-market SaaS support leader switched after spending six weeks scoping Decagon AOPs without going live. With Auralis they shipped Autopilot in 11 days - the Auralis team owned KB cleanup, top-category triage, and weekly tuning. Result: ~60% deflection by Week 6 · 12 hrs/agent/wk saved
"Pricing was the blocker."
An ERP integrator with 60 service-desk engineers liked Decagon's platform but couldn't justify enterprise pricing without an internal AI lead. Auralis matched the use cases at mid-market pricing and absorbed the AI-ops work. Result: Live in 14 days · SLA attainment improved ~18 points
"We needed someone to own the results, not give us another dashboard."
A fintech support team had a stalled Decagon pilot - strong tooling, but no internal owner for weekly experiments. With Auralis the weekly review is run by us; the ops lead now spends that time on revenue-impact projects. Result: ~35% faster first response · ~10% CSAT lift
Your 10-day migration playbook
From sign-off to first deflection in two weeks. Auralis runs every step.
Day 0-1: Kick-off + KB audit
We map your top 10 ticket categories and KB sources. You confirm scope and escalation policies.
Day 2-4: Autopilot configuration
Auralis configures Autopilot on your KB and policies. Sandbox runs against historical tickets for accuracy QA.
Day 5-7: Helpdesk integration
We wire the integration (Zendesk, Salesforce, Intercom, Freshdesk, JSM, ServiceNow). QA sign-off from your team.
Day 8: Soft launch (25% traffic)
Auralis goes live on 25% of traffic. Escalation playbooks are live and tested before ramp.
Day 9: Ramp to 100%
Traffic expands to 100% across all allowed ticket categories.
Day 10: Day-30 plan locked
Weekly review cadence starts. Auralis owns KB-gap closure, policy tuning, and KPI reporting from here.
Questions we get during evaluations
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.
See Auralis on your tickets, in 30 minutes.
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.