From Idea to Innovation: How One Entrepreneur is Revolutionizing Customer Service with AI!
Feature on New Berks LaunchBox Coworking Company, Agent23.AI
For over two decades software engineer Munish Munagala has worked in various managerial positions leading IT teams, with an expertise in building large enterprise systems for healthcare and other verticals. Munish has always been intrigued in how AI could leapfrog the way software is built. In November of 2022, a solution became apparent with the arrival of ChatGPT. ChatGPT showcased the power of Generative AI, an advanced branch of artificial intelligence that generates original content across various formats by learning from existing data OpenAI disrupted the commercialization of AI by making highly capable models (LLMs)_accessible to everyone There was no longer a need to be a data scientist or a technologist to use AI. “This was my Ah-Ha! Moment” Munish recalled. Munish had an idea of using ChatGPT to create his own documentation system that was searchable. He knew this could be a big efficiency booster if he could utilize an AI to extract information he was seeking from a set of data. For example, Munish knew that claims adjusters must sift through hundreds of pages of documentation to identify if a patient’s claim will be covered.
He decided on a simple experiment. Using his own personal DropBox account which contained hundreds of personal documents, including his own tax records, Munish utilized an AI system online to ask it a simple question: “how much did I pay in taxes in 2022?” The experiment worked, as the AI generated the answer for him. Munish now began to think of creating his own system that could explore documents to find information he needed. Soon he hired a couple of technical contractors to help him. He created his first prototype, “Agent23AI” and decided to launch it on AppSumo, a platform for entrepreneurs sell their digital products, where buyers are paying to test new products. “Within two weeks we had over 100 subscribers on AppSumo.” This validated his assumption that there was a market need for his product. “And the subscribers also provided good feedback.” What he found was buyers were using Agent23AI for their business websites, providing a way to add a chatbot to answer questions about their products and services. “One buyer, an HVAC company, asked if a chatbot could talk to customers on the phone? The answering service company they were using was charging $6 per call, while 20% of the calls they received were spam. I started to wonder, could a chatbot provide limited support for phone calls?”
Munish didn’t know what to do next. “One day by chance, I was scanning Penn State’s website looking for information for my daughter who is a student at State College. I came across the Berks Launchbox Idea TestLab”. The Berks Launchbox Idea TestLab is a customer discovery program for new startups and entrepreneurs. Munish decided to apply and was later accepted into the 2024 cohort. Over the course of six weeks, Munish along with nine other startup teams worked through the TestLab’s customer discovery program. “Idea TestLab put a structure around how to think about my business. I began learning new ways to better understand my customer and the problem they are trying to solve.” He had the opportunity to collaborate with the other startup teams going through the program, as well as receive mentorship and support from the program’s ten startup coaches. At the end of the six weeks the program culminated with a final pitch competition. Munish, along with the nine other teams each presented a seven-minute prepared pitch to four competition judges. “I had never delivered a business pitch, created a slide-deck for one, nor even been to a pitch competition.” But nevertheless, he worked hard polishing his presentation, reviewing and updating it with his assigned coach and program mentors, and practiced rehearsing it every day leading up to the competition. “The Idea TestLab mock pitches for the competition and the feedback I received from the coaches was very valuable.” On the day of the big event, Munish felt prepared. During his seven-minute pitch, Munish added a special touch by showing the judges a short demo. “Showing a demo during my pitch turned out to be a gamechanger. And the best way to do that was to call my chatbot during the presentation and show the judges how it worked.” At the end of the competition, his hard work had paid off, as Munish took 1st place winning the competition and was awarded $1,000 to help grow his business.
Following the competition, Munish and his wife Himali Vaid, who is also a software engineer, have continued working hard to grow Agent23AI. Currently their business is pursuing a SOC certification and is running a successful pilot with an HVAC company utilizing their AI agent to provide customer support through web chat and phone, debugging minor issues and scheduling service technicians without human intervention.
“The Berks LaunchBox has been an incredible resource in my startup journey. From connecting me with key advisors and funding opportunities to providing hands-on mentoring and patent research support, their guidance has been invaluable. Through their network, I was introduced to Ben Franklin Partners of NE PA and given access to a $4K grant opportunity, helping me take critical steps toward growth. Their support has truly made a difference in bringing my vision to life.” – Munish Munagala
About Agent23AI:
Agent23.AI provides Tier-1 AI customer service for small businesses in industries like HVAC, plumbing, and other service sectors. Its AI agents seamlessly engage with customers across web chatbots, text, phone, and email, managing basic issue triaging, appointment scheduling, follow-ups, and back-office tasks like sending reminders—all designed to streamline operations, significantly reduce operational costs, and enhance the customer experience.
The startup is founded by software engineers Munish Munagala and his wife Himali Vaid, with dreams to become pioneers in the generative artificial intelligence space.
If you are a small business who sells a service to customers, consider reaching out to Agent23AI for a free consultation on how their technology could help improve your efficiency and grow your business. Learn more: https://agent23.ai/
Interview and writing by Seth Shriner, Berks LaunchBox Entrepreneur Coach.
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