Show notes
Every company runs on a hidden workforce.The people who reset the passwords. Clear the MFA requests. Provision the access. Push the tickets through the systems so the rest of the company can work.Seb Poole wants to give that work to agents.Not a better way to track the request. A workforce that completes it.He's seen the problem from the inside.His last company, Frankie Health, was acquired by Unmind - a leading workplace mental health provider whose customers include Disney and Uber.At every company he built, the same drag: ServiceNow and Jira tracked the work, but a human still had to do it.So he and his co-founder Aleks Tomovski built Modern (YC P26). Seb scaled Frankie Health into Unmind; Aleks built developer platforms at Wix and Canva, including Wix's first low-code platform.Modern is secure agents that understand your business, learn the right workflows, and resolve tickets end to end across the IT function - inside the tools your team already uses, from Slack and Teams to email, voice, WhatsApp, and Telegram.The result they're seeing today: 80%+ automation across IT team requests.Not another ticketing system.The workforce that resolves the ticket.🎙️ Seb Poole, Co-Founder & CEO, Modern on Fondo START podCheck out getmodern.ai00:30 — Building the future of ServiceNow00:50 — Why most systems track work but never execute it01:00 — Modern as system of record and the work itself01:35 — The operational pain that sparked the idea01:55 — Standing up a shadow workforce for service desks02:10 — Grounding agents in the context of an organization02:35 — How agents can 10x service teams02:50 — Scaling Frankie into Unmind across 150 countries03:15 — Why he started over instead of resting on an exit03:40 — Building a company in the post-LLM era05:00 — Getting into YC on the third application06:30 — Why the best IT teams are the real problem solvers
