Agency was founded in 2024 by Elias Torres, previously co-founder and CTO of Drift, alongside co-founder Luke Van Seters. Headquartered in Boston, the company applies agentic AI to customer success and customer experience, aiming to help businesses manage the full customer relationship from onboarding through renewal.
The platform ingests signals from across a company's stack, including emails, Slack conversations, support tickets, and product usage data, to build a comprehensive, continuously updated picture of each individual customer. On top of that data foundation, Agency's first agent, Kai, automates customer-facing interactions and success workflows, surfacing risks, answering questions, and taking action so that customer-facing teams can scale without proportionally growing headcount.
Torres frames the company's mission around giving people greater 'agency' over their work while letting businesses leverage AI to manage customer experiences end to end. The bet is that customer success, historically a high-touch and labor-intensive function, is well suited to autonomous agents that combine product telemetry with conversational data.
In November 2025 Agency raised a $20 million Series A led by Menlo Ventures, with participation from Sequoia, Felicis, Snowflake Ventures, and Databricks Ventures. The backing from both Snowflake and Databricks venture arms reflects the data-intensive nature of the product, which depends on unifying customer signals across many systems.