The AI Agent for Customer Success teams

Boston, MA
Pinned Tweet
Our Series A - today in @FortuneMagazine from @agarfinks “If we want to build businesses in the future and for the future, we need to be leveraging AI to manage customer experiences, from beginning to end,” said @eliast, who’s fast-talking and candid. “So, that’s my challenge: How do I build a platform that teaches companies to switch to AI, and customers to start preferring AI interactions? That’s the journey we’re on.” fortune.com/2025/11/12/elias…
4
2
18
4,639
We liked what Agency investor @gradypb had to say about the role of human agency in the agentic age on Sequoia’s latest episode of Training Data: “AI can reason through steps to get to a goal—but deciding what questions to ask, what objectives to set? That’s still a uniquely human thing. Google commoditized knowledge. OpenAI is commoditizing intelligence. Agency sits on top. Intelligence is using knowledge. Agency is deciding to what end.” Well said, Pat. That’s exactly why we built Agency.
4
16
1,976
Meet you soon
9
1,657
They are catching on…
Agency > Intelligence I had this intuitively wrong for decades, I think due to a pervasive cultural veneration of intelligence, various entertainment/media, obsession with IQ etc. Agency is significantly more powerful and significantly more scarce. Are you hiring for agency? Are we educating for agency? Are you acting as if you had 10X agency? Grok explanation is ~close: “Agency, as a personality trait, refers to an individual's capacity to take initiative, make decisions, and exert control over their actions and environment. It’s about being proactive rather than reactive—someone with high agency doesn’t just let life happen to them; they shape it. Think of it as a blend of self-efficacy, determination, and a sense of ownership over one’s path. People with strong agency tend to set goals and pursue them with confidence, even in the face of obstacles. They’re the type to say, “I’ll figure it out,” and then actually do it. On the flip side, someone low in agency might feel more like a passenger in their own life, waiting for external forces—like luck, other people, or circumstances—to dictate what happens next. It’s not quite the same as assertiveness or ambition, though it can overlap. Agency is quieter, more internal—it’s the belief that you *can* act, paired with the will to follow through. Psychologists often tie it to concepts like locus of control: high-agency folks lean toward an internal locus, feeling they steer their fate, while low-agency folks might lean external, seeing life as something that happens *to* them.”
1
6
1,829
The primary job of a founder is the customer. But to serve the customer you need agency. Small teams are the future of companies. Leverage technology, amplify great people, scale impact not headcount.
@Agency: Everyone is a founder
1
4
3,129
"Scaling my companies was always devastating for me. It meant the business was doing well. But it meant that I knew fewer and fewer of my own customers. I was handing them over to employees—or worse, to software.” Our founder @eliast on Sarah Guo’s No Priors on why he’s building Agency. To help founders scale differently. To bring the soul back to our companies.
6
828
We couldn’t agree more. Solving for reps not entering data in fields is easy. Agency is more focused on understanding customers at scale post-purchase. The original promise of a CRM.
2
56
Two AIs. One conversation. Zero humans writing. And things got done. Powered entirely by Agency. ✅
I think @Agency just replied to @Agency Dead 💀 Our customer and I have been replying to each other back and forth but we are not writing the emails. World’s first time. Noted.
2
721
Your first customer got white-glove service. Your 500th got a sequence of automated emails. The truth? Most companies lose the personal touch the minute they scale. Agency gives you the customer brain. So every customer still feels like your first. agency.inc/
2
5
837
We are onboarding mostly large enterprises B2B first. Building a full solution for companies with large customer bases.
1
1
87
Everyone says they are “customer-obsessed.” But if you’re sending the same check-in email to every account, you’re not obsessed—you’re overwhelmed. Agency is built to scale personalized service. Our AI studies every customer interaction, surfaces exactly what matters, and acts on your behalf—writing emails, prepping meetings, flagging risks. This isn’t another tool. It’s a new operating model.
4
586
Great job Eric! Now let's go sell this together to ServiceNow ;)
1
1
53
And you of course! 🫶🏽
1
94
Replying to @eschwartz30
Ping our CSM Elias
1
1
71