How to Migrate from Decagon to Ceven
Decagon specializes in building and scaling AI concierge agents that resolve customer support across voice, chat, and email. Ceven, on the other hand, is an AI workflow automation platform that connects to 1,000+ tools, runs end-to-end workflows on a schedule, and includes AI steps and human-approval gates. This guide will help you migrate your AI customer support workflows from Decagon to Ceven, ensuring a smooth transition with minimal disruption.
It is important to note that there is no automatic import feature. Migrating means rebuilding your workflows and re-authorizing the same connected apps in Ceven. We recommend running both systems in parallel on real data and switching over only once the Ceven version is proven. This approach ensures that your customer support processes remain uninterrupted and reliable.
Migrate from Decagon to Ceven in 6 steps
Inventory Your Workflows by Outcome
Start by documenting all the customer support outcomes and workflows you have in Decagon. List the triggers, actions, and the tools involved in each workflow.
Connect the Same Apps in Ceven
Ceven connects to 1,000+ tools. In Ceven, connect the same apps you were using in Decagon, such as your CRM, email, and chat platforms. Ensure that all necessary integrations are in place.
Rebuild Workflows for Better Outcomes
Instead of recreating each Decagon workflow one-for-one, focus on the outcomes you want to achieve. Use Ceven's capabilities to design workflows that are more efficient and effective. Add AI steps and human-approval gates where Decagon may have been brittle, enhancing reliability and control.
Validate in Parallel
Run the new Ceven workflows in parallel with your existing Decagon workflows on real data. This allows you to validate that the Ceven workflows are performing as expected without disrupting your customer support operations.
Schedule and Cut Over
Once you are confident that the Ceven workflows are working correctly, schedule a cutover date. Ensure that all stakeholders are informed and prepared for the transition. Use human-approval gates on writes to systems of record to maintain data integrity during the switch.
Monitor and Optimize
After the cutover, monitor the performance of your Ceven workflows closely. Use Ceven's analytics and reporting features to identify areas for optimization and make necessary adjustments.
Why teams switch from Decagon to Ceven
Teams often switch from Decagon to Ceven to leverage Ceven's broader range of integrations and workflow automation capabilities. While Decagon excels in AI-powered customer support, Ceven offers a more comprehensive platform for automating various aspects of business operations. This includes not just customer support but also marketing, sales, and internal processes.
Ceven's ability to handle complex workflows with AI steps and human-approval gates provides an additional layer of reliability and control. Teams can design workflows that are more robust and adaptable to changing business needs. Moreover, Ceven's scheduling features allow for automated workflows that run on specific times or intervals, enhancing operational efficiency.
What moves over and what doesn't
When migrating from Decagon to Ceven, the workflows and integrations you have set up in Decagon do not automatically transfer. You will need to rebuild these workflows in Ceven, which can be an opportunity to consolidate and optimize your processes. The data within your customer support system, such as historical interactions and customer records, remain in your existing systems and will need to be accessed via the connected apps in Ceven.
What does move over is the knowledge and experience you have gained from using Decagon. This expertise can guide you in designing more effective and efficient workflows in Ceven. Additionally, any custom scripts or logic used in Decagon can be replicated in Ceven, ensuring that your unique business processes are maintained.
Avoiding the common pitfalls
One of the most common pitfalls is attempting to replicate every detail of your Decagon workflows in Ceven. Instead, focus on the outcomes you want to achieve and design workflows that are more efficient and effective. This approach allows you to take full advantage of Ceven's capabilities and avoid unnecessary complexity.
Another pitfall is rushing the migration process. It is crucial to run both systems in parallel for a sufficient period to validate that the Ceven workflows are performing as expected. This ensures a smooth transition and minimizes the risk of disruptions to your customer support operations. Additionally, ensure that all stakeholders are involved in the migration process and are prepared for the transition.
Frequently asked
Can Ceven automatically import my workflows from Decagon?
No, Ceven does not offer an automatic import feature for workflows. Migrating from Decagon to Ceven involves rebuilding your workflows in Ceven. However, this process usually results in fewer, more capable workflows that leverage Ceven's advanced features.
Will my customer data be transferred to Ceven?
Ceven is not a system of record and does not replace your existing customer support system. Your customer data remains in your current system, and Ceven connects to these systems to automate workflows around them. This ensures that your data remains secure and centralized.
How long does the migration process typically take?
The duration of the migration process can vary depending on the complexity of your workflows and the number of integrations involved. It is recommended to allocate sufficient time for testing and validation in parallel before cutting over to Ceven. This ensures a smooth transition and minimizes disruptions.