Revolutionizing Customer Success with Agency’s Elias Torres

Today on No Priors, Sarah sits down with Elias Torres, CEO and founder of Agency, an AI agent for customer success teams. Elias shares his journey from growing up in Nicaragua to founding several companies, leading engineering at HubSpot, and selling Drift for $1B. He also discusses his work consulting with OpenAI in 2022, which deepened his understanding of the business opportunity LLMs presented and inspired him to start Agency. In this episode, Elias offers a unique perspective on the future of AI and customer success, explaining how current software has fallen short and his vision for a new generation where customers have direct relationships, spend less time on tasks, and have software working invisibly on their behalf. They also discuss the evolving landscape of hiring as teams shrink, and Elias reveals his ambitious plan to reach $1B in revenue with fewer than 100 employees. Sign up for new podcasts every week. Email feedback to show@no-priors.com Follow us on Twitter: @NoPriorsPod | @Saranormous | @EladGil | @EliasT  Show notes: 0:00 Introduction 0:34 Elias’ journey to entrepreneurship 2:36 Growing HubSpot to IPO and founding Drift 6:19 Consulting with OpenAI, learning about LLMs, and diving into AI 9:35 Founding Agency to focus on customer success and AI-driven solutions 11:40 What will a customer experience look like in 5 years? 15:48 Company building in an era of AI, as a 5th time founder 18:32 Reducing headcount while raising the bar on hiring 20:35 Key challenges in building Agency and crafting a standout product 23:06 Addressing software flaws and transitioning to an era of intuitive, self-operating solutions 26:27 Timeline for the next-gen software revolution + the power of building from first principles

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At this moment of inflection in technology, co-hosts Elad Gil and Sarah Guo talk to the world's leading AI engineers, researchers and founders about the biggest questions: How far away is AGI? What markets are at risk for disruption? How will commerce, culture, and society change? What’s happening in state-of-the-art in research? “No Priors” is your guide to the AI revolution. Email feedback to show@no-priors.com. Sarah Guo is a startup investor and the founder of Conviction, an investment firm purpose-built to serve intelligent software, or "Software 3.0" companies. She spent nearly a decade incubating and investing at venture firm Greylock Partners. Elad Gil is a serial entrepreneur and a startup investor. He was co-founder of Color Health, Mixer Labs (which was acquired by Twitter). He has invested in over 40 companies now worth $1B or more each, and is also author of the High Growth Handbook.