Podbit · The a16z Show
96% of all customer interactions and 95% of all transactions at Kavak are now handled by AI agents. Between 100,000 and 200,000 agent instances wake up every day, each with its own virtual machine, working anywhere from 3 minutes to 3 days before setting an alarm for their next task.
Where this was said
At 8:10 · chapter starts 4:00
Angela asks Alejandro to ground the listener in what actually happens when a customer arrives. The answer is striking: a dedicated agent is spawned specifically for that customer, running in its own virtual machine. It remembers years of interaction history — a webpage visit, a call two years ago — formulates a long-term strategy, and relentlessly works to maximise lifetime value across all of Kavak's products over time. Alejandro then explains the three foundational decisions that made this possible. First, Kavak had to resist the instinct to simply hand ChatGPT to employees and instead rebuild its entire API and system layer so agents could actually act. Second, it made the bold bet that agents could become superhuman — not just helpful, but genuinely better than the best human ever hired. Third, it reoriented the company's success metrics from transactional (cars sold, parts ordered) to relational, assigning agents to all 10 million customers with a mandate to maximise lifetime value. [1] — Alejandro Maza Ayala "Most companies build task-specific agents. Kavak builds one agent per customer, with its own virtual machine, long-term memory, and a singl…" 04:00
Most companies build task-specific agents. Kavak builds one agent per customer, with its own virtual machine, long-term memory, and a single goal: maximize that customer's lifetime value over years. The agent wakes up, works, sets an alarm, and comes back — it never forgets.
Simply giving employees ChatGPT changes nothing. Kavak's first move was to rebuild its APIs, systems, and feedback loops so agents could actually do the work. The second bet: agents could be superhuman — outperforming the best human hire on every metric that mattered.
Kavak has 10 million customers in its database, each with AI agents assigned to maximize their lifetime value.
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