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From Copilots to Agents: Rebuilding the Company Around AI

Business
Global
Started February 19, 2026

a16z's Angela Strange and Gabriel Vasquez speak with Carlos García Ottati, founder and CEO of Kavak, about building Latin America's largest online used car marketplace across Mexico, Brazil, Chile, Argentina, and the Middle East. They discuss why building in emerging markets means constructing four businesses underneath your business, how Kavak replaced copilot tools with AI agents handling 90 to 95% of customer interactions, and what it took to go flat for a year during the transition before...

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CLAIM Posted by will • Feb 19, 2026
The rapid shift to AI in customer interactions may alienate workers and create job insecurity in the used car marketplace.
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CLAIM Posted by will • Feb 19, 2026
Kavak's decision to go flat for a year during the AI transition demonstrates a commitment to long-term strategy over short-term gains.
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CLAIM Posted by will • Feb 19, 2026
Relying heavily on AI for customer interactions risks losing the personal touch that many consumers still value in their buying experience.
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CLAIM Posted by will • Feb 19, 2026
Building multiple businesses under one umbrella in emerging markets can create complexity but also offers unique opportunities for growth and innovation.
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CLAIM Posted by will • Feb 19, 2026
The integration of AI agents at Kavak enhances customer service efficiency, allowing for a more streamlined experience in emerging markets.
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