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

Subscribe at www.thisnewway.com to get the step-by-step playbooks, tools, and workflows. In this episode, Aydin chats with Irosha de Silva, the founder of Marketrics, about how AI is transforming customer support from passive documentation to real-time, visual, and agentic assistance. They discuss how they met through an AI networking tool called Bordy, how Irosha transitioned from running a software agency to launching an AI-powered startup, and how tools like Grok and GitHub Copilot are changing the game for fast-moving teams. Irosha also demos how Marketrics works—revealing a future where SaaS tools can support users visually and contextually, without human intervention. TIMESTAMPS 0:40 – How Aydin and Irosha met through Bordy, an AI networking agent 2:50 – Irosha’s tech background and software agency journey 4:55 – Going “all in” on building a product in AI6:15 – The frustrating customer support moment that sparked Marketrics 8:20 – How Marketrics uses agentic AI to improve customer support 10:00 – The impact of AI on company-building today 11:45 – How startups can now reimagine any function with AI 12:45 – Tools Marketrics uses: GitHub Copilot, Grok, ChatGPT 14:00 – How AI is helping founders actually get things done (like LinkedIn posts!) 16:00 – Irosha’s process for turning notes into a high-performing post using Grok 21:10 – Live demo: How Marketrics works with Canva as an example 27:00 – Reimagining support: From reading docs to real-time visual guidance 30:00 – Why user patience is dropping in the AI era 31:00 – What excites Irosha most about the next 12 months of AI 32:50 – How to connect with Irosha Tools & Resources Mentioned Bordy – AI networking agent that introduces professionals via email Marketrics – Irosha’s AI-powered customer support platform (marketrics.ai) Grok – AI tool (by xAI) Irosha uses to generate real-time LinkedIn posts GitHub Copilot – AI code assistant used by Markettrics’ dev team ChatGPT – Used alongside Grok for content creation and support Cursor – Another AI coding tool briefly mentioned by Aydin Nvidia GTC Conference – Where Irosha gathered content for his LinkedIn post