Decagon’s Playbook for Building Enterprise AI Applications
Decagon runs 90% open-source models because they outperform frontier models on specific enterprise tasks
“An AI agent should just be the front door of your business.”
Decagon, an enterprise AI customer support startup, shares that it migrated from frontier models (OpenAI/Anthropic) to 90% open-source models because fine-tuned smaller models outperform large state-of-the-art models on specific workflow tasks while offering better controllability. Their core architectural insight is building agents that enforce business process adherence rather than generic customer support capability. The piece surfaces a live enterprise debate: owning your AI destiny via open-source versus depending on frontier labs.