Automating Quality Assurance for Customer Support - Alex Marantelos (Co-Founder, Intryc)

Building The Future Of

In this episode of Building The Future Of, I'm speaking with Alex Marantelos, co-founder and CEO of Intryc. Intryc uses AI to automate quality assurance for customer support.

Consumer software companies handle millions of support tickets annually and must continuously evaluate the performance of their support agents. However, this is largely a manual process, and QA teams are often only able to review 4-5% of tickets. This creates the risk of negative interactions going unnoticed, potentially leading to churn and non-compliance. Intryc's AI can evaluate 100% of tickets and extract customer insights in real time.

Intryc was founded in 2023 and is part of YC S24.

Check out Intryc's website: https://intryc.com

Connect with Alex: https://www.linkedin.com/in/alexmarantelos

Timestamps:

(00:00) Alex's background, his co-founders and the inspiration behind Intryc

(06:01) The problem Intryc solves and how the product works

(09:22) Who within a company uses their product

(10:59) Their latest feature: real-time customer insights

(14:17) The difference between being an employee vs. being a founder

(16:07) Building the MVP quickly

(17:00) The importance of testing for willingness to pay and learning to handle rejection

(20:24) The quality Alex looks for in team members

(22:29) The feeling of community within YC

(23:58) Alex's experience and lessons learned during the accelerator

(27:14) Where Alex thinks the customer support tech industry is headed

(29:05) The vision for Intryc

(32:20) How to learn more about Intryc and get in touch with Alex

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