Decagon vs Parloa
A side-by-side comparison of Decagon and Parloa on what each one charges, what it meters, and which plan every capability actually sits on.
Capability by capability
Nothing we track differs between them.
Channels
| Capability | Decagon | Parloa |
|---|---|---|
| IncludedPublished as a channel, "Email: Contextual resolutions". | Not published | |
| Live chat | Included | IncludedPublished as a first-class channel alongside voice: "Deploy to voice, chat, messaging, and more", with chat, messaging, phone, click-to-call and multimodal listed on the platform architecture diagram. |
| Voice | Included | IncludedThe primary channel and the origin of the product, voice-first since 2018. Calls arrive over SIP into the customer's CCaaS or VOIP infrastructure, and Parloa runs its own carrier-grade telephony underneath rather than a third party's. |
Routing & automation
| Capability | Decagon | Parloa |
|---|---|---|
| Workflow builder | IncludedAOPs, Agent Operating Procedures, are "agent workflows in natural language". | Not published |
AI resolution
| Capability | Decagon | Parloa |
|---|---|---|
| Autonomous resolution agent | Included"At Decagon, our AI agents resolve customer service tickets autonomously." | IncludedPublished outcomes include a global furniture brand where "AI agents handle 100% of calls", GESOBAU at 66% of qualified calls resolved automatically, and MEG at 42% of customer calls automated. No accuracy SLA accompanies any of them. |
| Action-taking (API calls) | IncludedAgents "retrieve data and trigger actions through self-serve APIs and custom tool integrations", plus MCP. | IncludedAuthenticated connectors to Salesforce, ServiceNow, Zendesk and Microsoft Dynamics 365, pre-configured Knowledge, Routing and Custom Skills attached directly to an agent, REST APIs for custom services, and MCP Skills released in June 2026. |
| Handoff to human | IncludedEscalation is published: bad-actor detection deflects unsafe inputs or escalates to a human, and Zendesk Sunshine is named as a live-chat escalation target. A pre-send human approval gate is not published. | IncludedSummaries carrying intent, actions attempted, escalation reason and accessed account context are pushed into CCaaS or CRM before the human picks up. The SAP Service Cloud integration passes conversational context into the Agent Desktop at handoff. |
| Guardrails & citations | IncludedA supervisor model "detects hallucinations before responses are sent, automatically revising responses that stray from factual grounding". Citation behaviour is not published. | IncludedPer-agent safety controls that "block harmful content, detect jailbreak attempts, and restrict off-topic conversations", topic enforcement, social-engineering and PII-extraction detection analysing full conversation history each turn, and LLM Guardrails shipped July 2026. Checks run in parallel with the response "for no added latency". |
| Multilingual AI | Not publishedNo language count or list is published. Checked decagon.ai/, /product/overview, /product/chat, /product/voice and /security. | IncludedGenuinely central to the product and genuinely inconsistent in the numbers. Published counts run 130+, 140+ and 100+ on different pages, with Real-Time Translation quoted separately at 30+. The one auditable deployment figure is BER Airport running four languages. |
AI voice
| Capability | Decagon | Parloa |
|---|---|---|
| Voice agent | IncludedDecagon Voice is a first-party channel, connected through Amazon Connect, RingCentral or SIP trunking. | IncludedThe product. Parloa calls it an AI Agent Management Platform, managing the lifecycle of AI agents across Design, Test, Scale and Optimize for enterprise contact centres. |
| IVR replacement | Not published | IncludedPublished as a named use case with a customer story titled "1.5 million interactions handled by AI agents annually: The telecommunications IVR replacement playbook", and routing is one of the pre-built Skills shipped with the platform. |
| Call summarization | Not published | IncludedAI-generated summaries "capture customer intent, actions taken, and conversation outcomes", derived from transcript data in the Conversation Store and retrievable through the Transcripts API. |
Knowledge base
| Capability | Decagon | Parloa |
|---|---|---|
| AI answers over KB | Included"Populate your AI agent's knowledge base with existing articles from systems such as Confluence, Contentful, and Kustomer." | Not published |
QA & workforce
| Capability | Decagon | Parloa |
|---|---|---|
| Automated QA coverage | IncludedWatchtower, described as always-on QA, flags conversations for rapid triage. | Not published |
Reporting
| Capability | Decagon | Parloa |
|---|---|---|
| Raw data export | Not published | Included"Export data to in-house dashboards or business intelligence tools for deep analysis", with a Data Hub and Sharing component and a Conversation Store in the published architecture. No format, destination or connector is named, and Transcripts API access is enabled per organisation on request. |
Enterprise
| Capability | Decagon | Parloa |
|---|---|---|
| SAML SSO | IncludedSSO with Okta and Microsoft Entra, with JWT scoping. No plan gate is published because no plans are published. | IncludedListed in the Trust Center under Product Security as SSO Support. The protocol, the identity providers and any plan gate are not stated, and there are no plans to gate it against. |
| Role-based access control | Included"Platform access is defined and enforced by role." No roles, tiers or seat model are named. | Included"Granular access control with role-based permissions" on the security page, listed again in the Trust Center under Product Security as Role-Based Access Control alongside Multi-Factor Authentication. |
| Audit logs | Not publishedTamper-protected logs exist but are "accessible only to senior engineering leadership". As written that is Decagon's own access control, not a customer-facing audit log. | Included"Audit-ready architecture with traceable logs" and "Every conversation is logged, searchable, and fully auditable", with version control over agent changes. Whether the trail can be exported is not published. |
| Sandbox environment | Not published | IncludedStaging and production environments with promotion between them, plus simulation against thousands of synthetic and historical conversations, LLM-based and rule-based scoring, and regression testing before release. |
| SOC 2 | Not publishedThe Trust Center at trust.decagon.ai returns no content to an unauthenticated visitor, and the security page names no certification, standard or framework. | IncludedNone stated. No plans are published, so plan gating cannot be assessed either way. |
| ISO 27001 | Not publishedNot named anywhere on decagon.ai. Trust Center is access-gated. | IncludedNone stated. No plans are published. |
| GDPR | Not publishedThe privacy policy references international data transfers and claims no certification or standard. | IncludedNone stated. No plans are published. |
| Data residency | Not publishedThe security page says only "Multi-region infrastructure" and names no region. | Included"Data residency controls and regional hosting options aligned with local jurisdictional requirements", on Azure regions across North America, Europe and Asia-Pacific. No named region, no EU-only inference guarantee and no statement of which regions come with which contract. |
Developer
| Capability | Decagon | Parloa |
|---|---|---|
| REST API | Not publishedNo public API reference or developer documentation exists on decagon.ai. "Self-serve APIs" are described as the route the agent uses to reach other systems, not as an interface customers can call. | IncludedREST APIs for custom services and external data sources, plus the Transcripts API for conversation data. The AMP documentation at docs.amp.parloa.com is behind a login and access is granted by a Parloa representative, so no public API reference exists to check rate limits or schemas against. |
Both entries last checked Sep 9, 2026.
What Decagon costs
- Billing unit
A fixed rate for every incoming conversation - Free tier
Not published - AI pricing
Not published - Vendor calls it
Incoming conversation - Human handoff
Still billed - Reopened chat
Not published - AI billing window
Not published - Data export
Not published - Automation export
Not published
6 of 9 not published by Decagon, checked
What Parloa costs
- Billing unit
Consumption-based - Free tier
Not published - AI pricing
Not published - Vendor calls it
Consumption-based enterprise SaaS - Human handoff
Not published - Reopened chat
Not published - AI billing window
Not published - Data export
Support ticket required - Automation export
Not published
6 of 9 not published by Parloa, checked