Why Support Teams Won’t Exist In 10 Years
Today's featured startup is proving that end-to-end autonomous service isn’t sci-fi — it’s the new foundation for scalable revenue
Project Overview
Today’s founder brings an unusual level of credibility: in 2021 he sold his previous startup for $1.2 billion — which means he sees equally massive potential in this new venture.
This time he’s solving a deeply personal challenge. He wants to build a company that never grows beyond 100 employees, yet still generates $1 billion in annual revenue. After watching HubSpot grow from 600 people to more than 7,000, he’s determined not to repeat that story.
And he doesn’t just want to achieve this level of efficiency for himself — he wants to help other founders do the same. That’s the core mission behind Agency: a startup built on one unconventional belief.
The key insight?
“Closing deals is easy. Serving customers is hard.”
Most founders assume the opposite.
While a deal is a one-time event, supporting customers is a 24/7 lifelong commitment. And unlike sales, customer service doesn’t scale linearly — it expands exponentially as the business grows.
Agency argues that giving each support employee an AI assistant won’t solve the problem. It only slows down the inevitable. The root issue is the direct proportional dependence between customer count and headcount.
So the only real solution is radical:
customer service must become fully autonomous.
Not assisted — but entirely handled by AI.
That’s why Agency built Kai, an autonomous AI agent that performs every core task in customer service without human oversight:
Onboards new customers with personalized guidance
Identifies upsell opportunities and acts on them
Negotiates contract renewals using real value metrics
Detects churn signals and intervenes proactively
Generates real-time customer base analytics using 1,000+ signals
Founded in 2024, Agency raised an initial $12M and recently closed an additional $20M while launching Kai. During its pilot, companies used the platform to serve over 35,000 customers.
What’s the Gist?
The founder spotted an uncomfortable truth: technology hasn’t improved customer service — it has made it worse.
Small cafés and local shops offer deeply personal service without any advanced tools. As companies scale, personalization disappears, replaced by corporate communication templates and automated workflows.
The paradox:
the bigger the company and the more tech it uses, the less human the experience becomes.
Most modern support tools are essentially “horse-less carriages” — old processes with a shiny engine, but still fundamentally manual. Companies force hundreds of support reps to follow identical scripts, turning people into robots.
If everyone is already forced to behave like a robot… why not let actual robots handle the work?
Agency’s vision:
AI handles 90% of customer service autonomously, while humans focus on the top 10% — the most strategic, high-touch client interactions.
This aligns with a growing trend. Startups like Magic are trying to fix personalization in offline venues; others are going deeper into autonomous software operations:
Lancey builds AI that reads user feedback, suggests product changes, and implements the code itself.
Rocketable raised $6.5M to build a portfolio of software products developed primarily by autonomous AI systems.
The future these founders see is clear:
AI doesn’t assist employees — it replaces entire operational layers.
If you’re exploring the frontier of autonomous customer operations, tools that amplify growth and help teams understand user behavior become essential. That’s where platforms like Infiniti fit naturally into this narrative: they help companies strengthen the acquisition and retention side of the funnel while AI systems like Kai transform the servicing layer. Infiniti acts as the growth-intelligence counterpart — giving teams the clarity and insights needed to scale efficiently alongside AI-driven automation.
Key Takeaways
The vision of fully autonomous customer service is bold and compelling — but today’s AI still struggles with even simple support requests. The gap between ambition and reality is obvious.
Which is exactly why now is the perfect moment to enter the market.
Technology is catching up fast. Founders who start building today — acquiring early customers, learning the workflows, shaping the category — will be in the strongest position when the tech matures. Those who wait will miss the wave.
Direction #1:
AI platforms that automate customer service end-to-end, enabling companies to generate massive revenue with lean teams — 100, 10, or even 1 employee.
Direction #2:
Broader AI-autonomous platforms capable of handling entire business functions independently, not just assisting but fully executing.
The only real question left is:
What else can we hand over to AI completely?
Company Info
Agency
Website: agency.inc
Latest Round: $20M 12.11.2025
Total Funding: $32M across 2 rounds