Krzysztof Śmiałowski / Software & AI
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18 October 2026

Replit CEO: an AI agent analyzes customer tickets first, and a human decides on the fix

Amjad Masad, CEO and co-founder of Replit, said at TechCrunch Disrupt in San Francisco that his company has completely changed how it operates over the past year and that the closest analogy today is a “self-driving company,” where AI agents do much of the work. A support ticket is first analyzed by an agent that reviews GitHub issues, the codebase and Linear tickets, and the employee gets a complete analysis, decides what to do next and can hand the fix to another agent with a single click. The team now spends more time on architecture and on deciding what to build, and according to Masad, human judgment and taste will be needed in the process for a long time.

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