How Forward Deployed Engineering is done at Decagon — Sunny Rekhi
Decagon's forward deployed engineering scales AI customer service from support deflection to proactive revenue generation
“Hey, we already have like these integrations to your back-end systems. What other communications are you doing with customers?”
Decagon CTO of Forward Deployed Engineering Sunny Rekhi explains how their AI customer service platform lands with enterprises like Hertz to handle complex inbound support, then expands into proactive revenue-generating use cases like lease renewal outreach. The talk covers how their forward deployed motion evolved as Decagon scaled from 50 to 500 people in a year. Useful operational context on enterprise AI deployment patterns but light on novel technical or industry-wide signal.