How Forward Deployed Engineering is done at Decagon — Sunny Rekhi

Sunny Rekhi, CTO of Forward Deployed Engineering at Decagon, explains how his company builds and scales AI customer service agents. He delves into the dual nature of forward-deployed work – agent configuration and product development driven by customer asks – and how this role blends with core product engineering. The discussion covers critical strategies for scaling from 50 to 500 employees, emphasizing restraint, early success definition, industry specialization, and the ethos of turning custom solutions into self-serve, reusable product features.