This New Way

Support 2.0: Reimagining Customer Support & Networking via AI Agents with Irosha de Silva

May 29, 2025
Irosha de Silva, founder of Markettrics, talks about revolutionizing customer support with AI. She shares her shift from a software agency to creating an AI-powered platform aimed at real-time assistance. Irosha discusses the frustrations that led to Markettrics and the potential of tools like Grok and GitHub Copilot for efficiency. The conversation dives into how AI is transforming support from passive to interactive, creating a future where customers receive visual, contextual help without human intervention.
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ANECDOTE

Customer Support Frustration Sparked Markettrics

  • Irosha's frustrating experience connecting his Bank of America account to QuickBooks inspired Markettrics.
  • Traditional AI chatbots failed, leading him to build agentic AI that mimics real user behavior for visual guidance.
INSIGHT

AI Enables Reimagined Support

  • AI allows foundational reimagination of business functions, especially customer support.
  • Markettrics leverages AI to enable software to support itself and solve user problems proactively.
INSIGHT

AI Fuels Startup Speed and Agility

  • AI tools like GitHub Copilot accelerate development, allowing lean startups to ship products faster.
  • Marketing and sales campaigns also move faster with AI assistance, enabling speed as a key competitive advantage.
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