Compare / Observe.AI vs Decagon

Observe.AI vs Decagon in 2026, and why the billing unit answers it before the features do

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Every figure below was fetched from observe.ai, decagon.ai and AWS Marketplace on November 5, 2026, and quoted rather than summarised. Where we lose a row, the row says so · By the Objeq team

The comparison, one row per thing a buyer decides on

Both vendor columns are their own published words and our own counts of their own pages, fetched 5 November 2026. Green marks the winner of that row only, not overall. Four rows go against us on purpose.

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One. Neither will give you a number, and only one of them publishes the unit on its own site

Start with the part you can check in four requests.

That is normal for this category, and we keep a running census of who publishes a number at all. What is not normal is that one of them publishes a real figure somewhere else entirely, in its own AWS Marketplace listing, and that figure is the single most useful fact on this page.

$828 under "Cost/12 months" is $69 per agent per month. Note the trap in the row's own description, which reads "Pricing based on number of Agent per month". That phrase is describing the dimension, which is the agent count, not the billing frequency. Read it the other way and you get $9,936 per agent per year, which is a factor of twelve. Get it confirmed in writing before you sign, because AWS wrote the sentence and Observe.AI will have to honour whatever it means.

Two more things about that listing. First, the SKU name is a generation behind the website. AWS sells you "Real-Time AI"; observe.ai today calls the live-assist product Companion Agent, announced on 13 May 2026 as "the new multi-agent interface for frontline teams". If you buy through Marketplace, ask which current product the SKU entitles you to. Second, we are not using the figures you will find in most round-ups of Observe.AI pricing. The 100-seat floor and the $60,000 a year minimum that get quoted everywhere trace back to competitor blogs, not to Observe.AI. We could not source either one to the vendor, so neither one is on this page.

Decagon publishes no figure at all, but it does publish the unit, and it argues for it.

Now put the two units side by side, because this is the whole decision. A per-agent price is a bet that you will still be paying humans to take these conversations. It scales with headcount, so it gets more expensive as you grow and cheaper as you automate. A per-conversation price is a bet that you will not. It scales with volume, so it gets more expensive as you grow and does not care how many people you employ. Vendors do not pick a billing unit by accident. They pick the one that grows when their version of your future comes true.

Two. They describe the same handover, from opposite ends

This is the part that makes a head-to-head comparison the wrong shape, and both companies hand you the evidence for it in their own copy.

Here is Decagon on what happens when its AI agent gets stuck.

And here is Observe.AI's Companion Agent page, describing the moment the call lands on a human.

Read those two boxes together. Decagon's escalation and Observe.AI's handover are the same event described from the two sides of it. Decagon's AI hands a conversation and its history to a person. Companion Agent is the thing sitting on that person's screen when it arrives. Comparing them head to head is comparing a baton with a runner.

Which means the real shortlist depends on a question neither vendor's sales deck will ask you first. What share of your conversations should end without a human? If the honest answer is most of them, you are buying autonomous agents and you should compare Decagon against Observe.AI's Voice AI and Chat AI, not against Companion Agent. If the honest answer is a minority, you are buying assist, and Decagon is not in that race. If the answer is "both, and the split will move every quarter", then your real problem is the handover itself, and Observe.AI is the only one of the two selling you both ends of it. That is a genuine argument for a single vendor, and it is the strongest thing on Observe.AI's side of this page.

Three. The count that goes against both of them

We fetched three pages, stripped scripts and styles, and counted phrases in the visible text.

Those counts describe the shape of both products honestly. The word that dominates is resolution: close the ticket, answer the question, get the customer off the line satisfied. The live guidance Companion Agent describes is about the right policy, the right disclosure and the next step in a documented process. That is real work and both companies are good at it.

It is not the same job as the four seconds after a buyer says "your price is too high for a team our size". There is no correct disclosure for that sentence. There is no checklist. There is a fear underneath it, and a rep who either names it or loses the deal. Neither of these two companies claims that job, and we are not going to pretend they do in order to win a comparison.

Which one, in one paragraph each

Buy Decagon if the goal is for most of these conversations to stop reaching a person at all, and if your volume is big enough that per-conversation pricing is the cheaper shape. It publishes the most evidence of the three names on this page, six outcome figures and a revenue figure on its home page with named executives attached, and the Agent Operating Procedures idea, defining agent behaviour in natural language instead of a configuration language, is the clearest answer we have read to the usual complaint about these platforms. Ask for the per-conversation rate and the definition of a conversation in writing, because a conversation that spans chat then voice then email is either one or three depending on who is counting.

Buy Observe.AI if you need both halves from one vendor, autonomous resolution and a human with help on screen, and especially if the split between them is going to move. It is also the only one of the two with a public per-seat number you can put in a spreadsheet today. Ask which current product the AWS "Real-Time AI" SKU entitles you to, confirm whether $828 is per twelve months or per month, and get the contract term in writing, because 12, 24 and 36 month options with no refunds during the term is the expensive part of this decision rather than the sticker.

Buy neither for a sales floor. Read the bias first, this page is on our site. Objeq is a Chrome side panel that listens to the tab the call is playing in and writes one line on the rep's screen when the buyer says something hard. Only the rep sees it. It resolves nothing, deflects nothing, scores nothing, and has no CCaaS integration, no compliance module and no autonomous agents, so it does not replace either product above and it cannot run a support queue. Three things about it are checkable rather than positioning. The price is printed on the site, $99 a seat a month for Starter and $149 for Pro, with no minimum team size and no setup fee. The commitment is monthly, against 12 to 36 months on the AWS listing above. And it runs in Hebrew end to end, which neither vendor above names on any page we fetched. Against that, they have the enterprise references, the trust centres and the security documentation, and we have almost none. Our evidence, including the claims we have withdrawn, is on /facts.

Questions people ask next

Are Observe.AI and Decagon competitors?

Only at the edges. Decagon sells AI agents that resolve the customer conversation themselves across voice, chat and email. Observe.AI sells both halves: Voice AI and Chat AI for autonomous resolution, and Companion Agent, which its own navigation describes as "Real-time assist for live agents". The overlap is the autonomous half. The part most buyers are comparing, Decagon's AI agent against Observe.AI's Companion Agent, is not a comparison of two alternatives at all. Both vendors describe the same handover from opposite ends, as quoted above. Decagon hands the call to a person. Companion Agent is what that person has on screen.

Does Observe.AI publish pricing?

Not on its own site. On 5 November 2026 observe.ai/pricing and observe.ai/plans both returned HTTP 404, there is no pricing link in the navigation or footer, and there are zero dollar figures in the visible text of the home page or the Companion Agent page. The route to a number is "Get a Demo". It does publish a figure in one other place, its own AWS Marketplace listing: dimension "Number of Agents", $828.00 under "Cost/12 months", with 12, 24 and 36 month contract tabs.

What does the $828 on AWS Marketplace mean per month?

$69 per agent per month. The column header is "Cost/12 months" and the figure is $828.00. The row's description line reads "Pricing based on number of Agent per month", which describes the dimension rather than the billing frequency, and the wording is ambiguous enough to confirm in writing, because the other reading is $9,936 per agent per year. The listing also states: "During the term of an active subscription, no refunds will be provided." The 100-seat floor and $60,000 annual minimum quoted in most round-ups trace back to competitor blogs rather than to Observe.AI, so this page does not use them.

Does Decagon publish pricing?

No figure anywhere we could find. decagon.ai/pricing and decagon.ai/plans both returned 404 on 5 November 2026, and "price" and "pricing" appear zero times in the visible text of its home page. It does publish the unit, in its own post: "we've seen the majority of our customers gravitate towards per-conversation pricing." That post is dated 10 December 2024, which makes it two years old and worth reconfirming, but it is the vendor's own statement rather than a third-party guess.

Can I use either one for a B2B sales team?

Neither says so anywhere we looked. "Objection" and "sales rep" each appear zero times across the three pages we fetched and counted. Observe.AI names seven industries, banking and finance, healthcare provider, healthcare payer, insurance, transportation, travel and hospitality, utilities. Decagon names seven, financial services, travel and hospitality, healthcare, technology, retail, telecommunications, insurance. Five overlap and sales is on neither list. Both are customer-experience products for a support queue, and the live guidance Companion Agent describes is about disclosures, checklists and process steps rather than the sentence a buyer uses to stall a deal.

Which one publishes more evidence?

Decagon, by a wide margin, on its home page: six outcome figures in the visible text, 70% chat and voice resolution, 80% deflection rate, 95% cost reduction, 3x increase in CSAT, 65% reduction in costs, 50%+ resolution on voice, plus "$1M revenue from fully AI-handled conversations", with quotes attributed to named executives including Chime's Chief Operating Officer. Observe.AI's home page carries two percentage tokens and no dollar figures, and the Companion Agent page carries no percentage at all. None of Decagon's figures carries a sample size, a baseline or a period, so treat them as claims. A claim with a named customer on it is still a stronger claim than one without.

Where does Objeq fit next to these two, and where does it lose?

Objeq is neither of these things. It does not resolve a conversation and it is not a contact centre platform. It is a Chrome side panel for one B2B sales rep on one live sales call: when the buyer says something hard, one line appears on the rep's screen, and only the rep sees it. No autonomous agents, no QA scoring, no CCaaS integration, no compliance module, no deflection, no supervisor view. Checkable: $99 Starter and $149 Pro per seat per month printed on the pricing page, no minimum team size, monthly rather than a 12 to 36 month commitment, and Hebrew end to end, which neither vendor above names on any page we fetched. Where it loses to both: they have enterprise references, analyst coverage, trust centres and security documentation, and we have almost none. Our trial is 3 days and asks for a card up front.

Sources, all fetched 5 November 2026

• observe.ai, 200, 199,931 bytes, 12,060 characters visible. Title: "Observe.AI | Purpose-Built AI Agents. One CX Platform." The module names and the seven industries.
• observe.ai Companion Agent, 200, 172,310 bytes, 6,821 characters visible. "Guide Every Step, In Real Time", "Seamless Agent-AI Handover".
• Observe.AI launch post, dated 13 May 2026. "the new multi-agent interface for frontline teams".
• observe.ai/pricing and observe.ai/plans, both HTTP 404, checked directly.
• AWS Marketplace, "Observe.AI - Real-Time AI". Dimension "Number of Agents", $828.00 under "Cost/12 months", 12, 24 and 36 month tabs, no refunds during an active subscription.
• decagon.ai, 200, 430,389 bytes, 5,655 characters visible. "The AI concierge for every customer", the twelve product names, the seven industries, the six outcome figures. Its footer reads "© 0000 Decagon", which is how you can tell we pulled the bytes.
• Decagon, Pricing the AI Agent Economy, dated 10 December 2024. The per-conversation statement.
• Decagon on what AI support agents do. The warm-transfer quote.
• decagon.ai/pricing and decagon.ai/plans, both HTTP 404, checked directly.
• Objeq's own prices and terms: /pricing. Our evidence record, including withdrawn claims: /facts.

What we did not do. We did not buy either product, so nothing here is a test of how well the guidance or the agents work, how fast anything arrives, or whether anyone likes using them. We have no latency number for either and we are not going to invent one. What a vendor publishes about its own prerequisites and its own billing is unusually reliable, because getting those wrong costs it support tickets, and that is the whole of what this page is made of.

Related reading on this site

Objeq vs Observe.AI takes the seat-count question apart on its own. Level AI vs Observe.AI and Cresta vs Observe.AI compare Observe.AI against the two rivals that also coach live, and Gong vs Observe.AI is the sales-side pair. Which tools are really real-time sorts the category by what happens during the call, and who publishes a price is the census this page feeds.