Klaviyo Acquires AI-Powered Customer Success Platform Agency

Publicly traded e-commerce marketing automation platform Klaviyo has acquired Agency, a three-year-old AI startup founded by entrepreneur Elias Torres. Established in 2023, Agency had raised $32 million from investors including Sequoia, Menlo Ventures, and Felicis. As part of the acquisition, Torres joins Klaviyo as chief product officer, leading Agency's 25-person team to advance Klaviyo's AI agents: Composer, which automates marketing campaign creation, and Customer Agent, which handles post-sale support like returns and order tracking. Klaviyo's co-founder and CEO Andrew Bialecki expressed plans to scale these tools to 200,000 businesses and millions more. The partnership brings together Torres and Bialecki, who worked together at early-stage startup Performable before Bialecki co-founded Klaviyo. Bialecki has since taken Klaviyo public with a September 2023 IPO at a $9.2 billion valuation.