Why Businesses Are Rejecting the AI They’ve Asked For: Agency CEO Elias Torres

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Elias Torres has been building AI systems since 1999, from chatbots at IBM to co-founding Drift and now Agency. He believes businesses are caught in an expectation mismatch—demanding AI while rejecting it due to imperfection anxiety. Drawing from his experience scaling HubSpot, Elias explains why human-led customer experience doesn’t scale and how Agency is building AI-first solutions that work autonomously. His contrarian approach focuses on the back-end customer experience rather than front-end AI SDRs, aiming to “deprogram the entire business world” from inefficient human-dependent processes. Hosted by: Sonya Huang and Pat Grady, Sequoia Capital Mentioned in the episode: Lookery: David…