Customer story
How EnterTech automated support with Text AI Agent and won 260 new clients.
EnterTech introduced Text to automate routine customer questions. In three months, AI Agent freed up 30% of the team’s time, helping them land 260 new B2B clients.
- 30%
- of team time reclaimed for growth
- 260
- new B2B clients in 3 months
EnterTech operates casting platforms that connect casting professionals with actors, models, performers and other talent.
- Information Technology & Services
- 201-500
- United States, Canada
- Automate support
- entertech.io
EnterTech’s support team had the knowledge to help the business grow, but recurring customer questions took up much of its day. Kate Taurina, Head of B2B Growth, introduced Text AI Agent to answer those questions at any hour. It freed 30% of the team’s working time, and over three months, the team was able to bring in 260 new B2B clients.
Before Text, we didn’t have enough time in a day or week to bring new B2B leads into the funnel. Now my team can do both: support customers and spend time on finding and landing new clients.
The customer
EnterTech operates AllCasting and KidsCasting, platforms that connect casting professionals with actors, models, dancers, singers, content creators, and other talent. Kate leads the B2B department, which works with casting directors and other professionals who post opportunities on the platforms. Her remit spans bringing in new clients, building relationships, and helping existing clients use the products.
Her team has three members. Before Text AI Agent, their work was primarily customer support. Every question they answered mattered to the person asking it, but handling the same kinds of requests repeatedly left less time for outreach and account development.
Text AI Agent on EnterTech’s AllCasting platform. See how AI Agent could work for your business →
The challenges
Kate wanted her team to spend more time bringing new casting professionals onto the platforms. However, finding and reaching the right people takes time. Most of the team’s day was already taken up by incoming support requests.
I wanted to bring more B2B leads into our pipeline, but we didn’t even have time to look for them. The team was busy answering the same questions time and time again over live chat, email, and phone.
Kate had considered building an AI solution internally, but the project kept competing with other IT priorities and would require ongoing training and maintenance. She also needed to know she could trust the answers customers would receive before putting AI in front of them.
The solution
Kate introduced Text AI Agent to handle the support conversations that had been taking up most of her team’s time. She set it up herself using EnterTech’s website and existing support materials, and armed with the knowledge of the most common support and customer questions
What surprised me most was how easy it was to set up. AI Agent scanned our website, and I added the product knowledge and specific answers I wanted it to use. If a customer asks for a person, the conversation goes straight to the team.
Kate tested AI Agent’s answers and continued reviewing its conversations closely once customers started using it. She now checks in regularly, adding new information when products change or she sees an answer that could be improved.
Kate uses Knowledge gaps to easily expand AI Agent’s knowledge. See what Text AI Agent can automate based on your website content →
As AI Agent took on more of the support work, Kate could start rethinking how her team spent its time. Now, one team member continues to handle email, calls, and support cases that need a specialist. Another manages relationships with clients. The third researches potential B2B clients and finds the right people to contact. They have different responsibilities, but share the goal of bringing more casting professionals onto EnterTech’s platforms.
My team used to focus on customer support. Now one person handles the requests that need a specialist, one builds relationships with clients, and another works on finding new B2B leads. We’ve become a hybrid customer support and sales team.
AI Agent now plays an important role in making this new division of work possible. And as the team’s way of working changed, so did Kate’s initial concerns about putting AI in front of customers.
At first, I worried that introducing an AI Agent would mean losing control over what customers were told or what information was shared. But I can check the answers, update the AI Agent’s knowledge, and decide which questions or support inquiries need human attention. We’ve become so used to the AI Agent handling routine work that my team is able to put those hours towards finding new clients and building relationships.
The results
AI Agent freed up 30% of Kate’s team’s time. In three months, they used that extra capacity to bring in 260 new B2B clients. They can now pursue casting professionals they previously had little time to reach, while AI Agent takes care of supporting existing customers.
Before, we were so busy answering repetitive questions that we didn’t have time to bring new B2B leads into the funnel. Now we can look for clients, build relationships, and explore channels we’d never had the capacity to try.
Kate also sees potential beyond B2B acquisition. AI Agent already helps answer questions about talent subscriptions, and she wants to develop its sales role and capabilities further. If EnterTech enters new markets, she plans to use its language capabilities to serve customers without building a separate support team for every language.
Text helps us grow on both sides. My team has time to find new B2B clients, and the clients we already have can get answers whenever they need them. We can focus on acquisition while AI Agent helps us take care of the people using our platforms.
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