Customer service prepares for agents on both sides

Focus: Applied Generative AI for Knowledge Workers
Date: October 1, 2026
Topics: applied genai knowledge workers
Evidence: Publisher Authored
Availability: Available

Textbook mechanism diagram showing a customer software agent and an enterprise software agent meeting at a Personal Agent Gateway that verifies identity, consent, and policy before returning a traceable resolution and audit trail.

Summary: At Dialogues 2026, Decagon introduced Voice3, Agent Modules, Duet Apprentice and a Personal Agent Gateway intended to recognize customer-side personal agents and establish a permissioned communication channel with a company’s service agent. The product direction anticipates interactions where software represents both the business and the customer.

Why it matters: Agent-to-agent service could remove repetitive authentication, form filling and status checks, but it also moves trust decisions into protocols: who may act, what may be disclosed, which action requires confirmation and how a human takes control.

Source: The AI concierge for every customer (and their agent)

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