--- title: "Hertz lets Meta's Muse change rental bookings through Decagon pilot" description: "The pilot, announced November 13, 2026, is among the first live channels between a personal agent and an enterprise's reservation system. Decagon, paid per conversation, now bills for resolutions that start inside Meta's Muse, over a protocol Meta builds with a direct rival." publisher: "The Inference" section: "Applications" published: 2026-11-14T17:20:17.472Z modified: 2026-11-14T17:20:17.472Z canonical: https://theinference.org/article/hertz-lets-meta-s-muse-change-rental-bookings-through-decagon-pilot language: en keywords: "AI Agents, Customer Service, Travel, Meta, Car Rental" --- # Hertz lets Meta's Muse change rental bookings through Decagon pilot > The pilot, announced November 13, 2026, is among the first live channels between a personal agent and an enterprise's reservation system. Decagon, paid per conversation, now bills for resolutions that start inside Meta's Muse, over a protocol Meta builds with a direct rival. ## Two extra days, no phone call Ask [Meta](https://theinference.org/markets/companies/meta)'s Muse assistant to keep the Hertz car two extra days. On November 13, 2026, [Decagon](https://theinference.org/markets/companies/decagon), an AI customer-service company in San Francisco, announced a pilot in which Muse sends that request down a dedicated agent-to-agent channel [1]. Hertz's Decagon agent processes it under the Agent Operating Procedures, the workflow rules that already govern its chat and voice reservations, and the confirmed booking returns to the renter in the same conversation [1]. Decagon calls Hertz one of the first enterprises to give personal agents a direct channel, with Muse the first agent on it. Hertz keeps the controls: which requests an agent may make, and under which policy [1]. ## A toll priced per conversation Decagon bills by the conversation, at higher rates for complex and voice queries [2]. That fee schedule underwrites a $4.5 billion valuation, set in January 2026 by [a $250 million Series D led by Coatue and Index Ventures](https://aimagazine.com/news/decagon-how-ai-service-agents-firm-hit-us-4-5bn-valuation) and triple the $1.5 billion of June 2025 [2]. Sacra, a technology-research firm, puts annualized revenue at roughly $100 million as of July 2026; Decagon discloses none [2]. The pilot adds a new class of billable traffic: resolutions that begin inside someone else's agent. ## The road in is shared with a rival The channel runs on Poppy, the open agent-to-agent standard that [Sierra](https://theinference.org/markets/companies/sierra) and Meta unveiled together in October; [Unite.AI](https://www.unite.ai/hertz-to-pilot-decagon-gateway-for-muse-reservation-changes/) describes it as Meta's implementation of the open Personal Agent Protocol [1][3]. Sierra, the customer-service AI firm led by former [Salesforce](https://theinference.org/markets/companies/salesforce) co-CEO Bret Taylor, released Poppy 1.0 on November 12 [3]. [Shopify has switched it on for every store](https://theinference.org/article/amazon-banned-muse-from-your-card-shopify-already-has-it), and Muse, which more than 10 million people have set up, now checks for Poppy first on every site it visits [3]. Sierra is also a direct Decagon competitor in customer-service AI, alongside Salesforce and Zendesk [2]. Decagon floated its own consent layer, [the Personal Agent Consent and Trust Protocol](https://decagon.ai/resources/blog), on October 6 [4]. ## The same week, an airline shut the door United moved to block personal agents from booking two days before Hertz opened its own channel to one. On November 11 it became [the first US airline to restrict unauthorized third-party agents](https://skift.com/2026/11/11/united-airlines-moves-to-block-personal-ai-agents-from-booking-flights/), with chief executive Scott Kirby saying, "I don't want to create another middleman" [5]. [OpenAI](https://theinference.org/markets/companies/openai) bought the AI travel agent Odessia the same week and shut the service immediately [6]. ## Fourteen percent and a proof point Enterprise buyers wrote 14% of Decagon's 134 reviews on G2, the software review site, against 65% from mid-market [7]; Hertz is the upmarket proof point. Chief executive Jesse Zhang [said on November 12 he is still "extremely bullish" on open-weight AI](https://uk.finance.yahoo.com/video/decagon-ceo-extremely-bullish-open-150300084.html) even after [Nvidia](https://theinference.org/markets/companies/nvidia) chief executive [Jensen Huang](https://theinference.org/markets/people/jensen-huang)'s resignation [8]. Open weights point the cost of raw conversation in one direction: down. That leaves the workflow layer, the routing, trust, scopes and audit Hertz is testing, as the part worth billing [1]. *Chart: **Enterprise buyers wrote 14% of Decagon's reviews** Bar chart of Decagon's G2 reviews by buyer segment: mid-market 65%, a calculated remainder 21%, enterprise 14%.* *Share of Decagon's 134 G2 reviews by buyer segment. Futurum states only the mid-market and enterprise shares; the third bar is the calculated remainder. Source: Futurum Group, November 13, 2026. [7]* ## Two tests, and a price nobody discloses Delta already lets agents that authenticate a passenger finish a booking, and [Airbnb](https://theinference.org/markets/companies/airbnb)'s own agent arrives in the first half of 2027 [9]. Large-language-model traffic still stayed below 1% of room nights at [Booking Holdings](https://theinference.org/markets/companies/booking-holdings) in the second quarter [9]. Two readings decide this pilot: whether more personal agents connect on Hertz's channel without Hertz rebuilding its workflow [1], and whether Decagon's enterprise review share climbs from 14% by the second quarter of 2027 [7]. The number no one discloses is the one that settles the fee: the price of a resolution once the renter never opens the app. ## Takeaway Hertz is Decagon's proof that an enterprise will let a personal agent act on its own systems, and the price of that action is still undisclosed. ## Sources 1. [Unite.AI, Hertz to Pilot Decagon Gateway for Muse Reservation Changes, 13 November 2026](https://www.unite.ai/hertz-to-pilot-decagon-gateway-for-muse-reservation-changes/) 2. [AI Magazine, Decagon: How AI Service Agents Firm Hit US$4.5bn Valuation, 13 November 2026](https://aimagazine.com/news/decagon-how-ai-service-agents-firm-hit-us-4-5bn-valuation) 3. [The Next Web, Sierra releases Poppy 1.0 as Shopify and Meta's Muse sign on, 13 November 2026](https://thenextweb.com/news/sierra-poppy-1-0-shopify-meta-muse-personal-agents) 4. [Decagon blog index (lists Hertz opens a direct line to Muse, 13 November 2026, and Introducing the Personal Agent Consent & Trust Protocol, 6 October 2026), fetched 14 November 2026](https://decagon.ai/resources/blog) 5. [Skift, United Airlines Moves to Block Personal AI Agents From Booking Flights, 11 November 2026](https://skift.com/2026/11/11/united-airlines-moves-to-block-personal-ai-agents-from-booking-flights/) 6. [The Next Web, OpenAI buys Odessia, the AI travel agent from Sonder's founder, 11 November 2026](https://thenextweb.com/news/openai-acquires-odessia-ai-travel-agent) 7. [The Futurum Group, Decagon Missions: Can Purpose-Built Orchestration Win Enterprise CX?, 13 November 2026](https://futurumgroup.com/insights/decagon-missions-can-purpose-built-orchestration-win-enterprise-cx/) 8. [Yahoo Finance, Decagon CEO 'extremely bullish' on open-weight AI even after Huang's exit, 12 November 2026](https://uk.finance.yahoo.com/video/decagon-ceo-extremely-bullish-open-150300084.html) 9. [PYMNTS, United Blocks AI Agents as Airbnb and OpenAI Build Their Own, 12 November 2026](https://www.pymnts.com/transportation/travel-payments/2026/united-blocks-ai-agents-as-airbnb-and-openai-build-their-own/) --- Hertz lets Meta's Muse change rental bookings through Decagon pilot — The Inference. Canonical: https://theinference.org/article/hertz-lets-meta-s-muse-change-rental-bookings-through-decagon-pilot