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Summary
A large, private equity-owned hospitality client with 140+ locations partnered with CapTech to improve conversion and sales of private events through AI-driven automation.
Within the private event space, locations receive multiple inbound requests a day that either went unanswered or had a delay in response time that resulted in lost booking revenue. With the consistent and structured nature of inbound event inquires, the opportunity for automation and AI is high.
CapTech created a multi-agent AI solution to increase sales responsiveness, improve lead visibility and tracking, and accelerate booking outcomes.
Challenge
With increased demand for private events, the business was struggling to find innovative ways to increase efficiencies and increase sales. The client’s private events business relied on manual processes that created delays and inefficiencies, including:
- High volume of inbound inquiries with inconsistent response coverage
- Delayed responses leading to potentially lost booking opportunities
- Manual research and data entry limiting staff productivity
- Incomplete visibility into lead pipeline and conversion performance
These challenges constrained revenue growth and created operational bottlenecks.
Approach
To improve speed, consistency, and conversion, CapTech designed and implemented an AI-driven solution to automate inquiry response and lead qualification. CapTech used AI to interpret a message’s intent, look for answers within internal applications, generate a personalized and relevant response, qualify the lead, and then send an email back to the prospect.
Core capabilities included:
- Interpretation of inbound inquiries using AI natural language to detect intent and inbound prospect questions
- AI-aided retrieval of relevant data from internal systems to respond to natural language questions
- Generation of personalized responses tailored to each inquiry
- Automated lead qualification and entry into CRM systems
- Integration with existing platforms to support end-to-end workflow
Results
The team started with a short, art-of-the-possible AI proof of concept and evolved the solution into a formal 4 location pilot. Following a successful pilot that included clear value creation indicators, funding from executive leadership on an enterprise rollout was a “no-brainer.” The solution improved both speed and consistency of engagement while reducing manual effort.
Pilot Results
- Successful 4 location pilot that showed 200% return against value metrics, resulting in immediate executive approval and funding for full launch
- Integrated an MCP server with legacy CRM and application platforms, allowing the AI agent to gather the necessary answers to inbound lead questions
- Reduced initial response times from 48 hours to 30 minutes and average days to book from 23 to 16
Enterprise Details
- Successful tiered rollout to 100 locations, including localization of functionality and data access to each location
- Increased lead coverage and sales visibility in the CRM from 52% to 92%
- Increased staff efficiency through automated inbound email response, research, and data entry into the CRM
- Responded to 4,200 individual inbound leads and generated 50% more proposals compared to the prior year within the first 3 months
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