Plaid and Decagon are partnering so Decagon's AI customer support agents can securely connect, verify, and act on a consumer-permissioned bank account through Plaid, without sending them outside the conversation.
Financial services is one of the leading adopters of AI customer support. Previously, consumers have had an unmet need for real-time support resolution. But many of the most common requests in financial services require the customer to log into their bank first. That means sending them outside the conversation to authenticate their account, which breaks the conversation and often ends it.
As agents become more sophisticated, customer support shifts from a cost center to a revenue driver instead. Working with Plaid, Decagon agents can:
Resolve bank-login requests without a redirect: Resolve account issues in real-time, without sending the consumer outside an agent conversation.
Keep multi-step financial tasks moving across sessions: Complete a claim, manage applications, and handle disputes with full context from prior conversations, including the steps that need financial account access.
Keep multi-step financial tasks moving across sessions: Plaid powers consumer-permissioned account access, and agent guardrails stay exactly as Decagon’s financial services customers already run them.
“With Plaid's infrastructure available inside the conversation, Decagon's agents can verify a bank account, check a transfer's status, or complete a payment in the moment a customer asks - no redirect, no separate app, no waiting on a callback. For customers, that means a bank verification, a stuck transfer, or a payment gets handled right inside the conversation.”
– Roger Liang, Strategic Partnerships at Decagon
Resolve bank-login requests without a redirect
Some of the highest-volume requests in financial services are ones that start with a bank login. Take a failed bill autopay: the account or payment credentials on file went stale, and nobody notices until the payment is late.
Through voice and text, Decagon’s agent can prompt the user to reconnect their accounts through Plaid Link once, which enables secure, permissioned access to their financial data. Within the same Decagon chat interface, an agent has the potential to manage fraud resolution, process an insurance claim, and even move a loan application past verification, alongside other multi-step workflows.
Keep multi-step financial tasks moving across sessions
Most financial services work unfolds over days or weeks: an insurance claim is filed today and settles three weeks out or a payment fails on the 3rd and has to be recovered before the 15th of the month. Both of these situations commonly require a handful of separate touchpoints between a business and a consumer.
Decagon agents carry context across sessions and channels, so the agent knows what has already been collected and what is still outstanding. When your systems signal that the next step is ready, the agent picks it up and continues from there. Because the account connection from the first conversation persists, the agent can act on that step without starting over from authentication.
Consumer-permissioned access with built-in guardrails
An agent that can act on a consumer’s behalf requires the highest bar for security and oversight.
That starts with permission. The consumer grants access through Plaid, and the agent asks for the data that would help the workflow drive to swifter resolution, like account details or a balance lookup. Consumers can review connections they’ve made and disconnect them at any time via their account with the customer or within the Plaid Portal.
Decagon agents use guardrails and continuous monitoring throughout every customer conversation to help ensure safe, consistent interactions. Their agent logic is transparent and auditable, enabling teams to define, review, and trace how agents make decisions.
Bringing new value to financial services
AI agents are increasingly handling complexity behind the scenes, driving more sophisticated consumer experiences with trusted, permissioned financial data. Learn more about how Plaid is powering the future of intelligent finance with partners like Decagon.