Én Space cuts conversation handling time by 96% with Filum AI Agent

Before 2025, Én's sales team operated under the defining constraint of the event industry: a 3–6 month sales cycle for large corporate bookings, forcing them to track dozens of prospects in parallel — without a proper pipeline tool. Customer data lived scattered across the Facebook page and chat tools that weren't built for event services. Every missed message was a qualified lead quietly lost to a competitor.

"In our industry, if you respond slower than 3 hours, you've almost certainly been dropped from the shortlist." — Én Space representative

Speed wasn't the only gap. Én had no listening channel for end-users: feedback only came from the booking contact (PIC), while the voices of the people who actually attended the events — the richest signal for improving quality — were never captured. Internal feedback was stuck too: staff heard complaints at events but had no standard process to escalate them. Post-contract operations were manual: every detail on decor, MC briefs and setup was passed verbally, prone to error.

From 2025, Én Space partnered with Filum.ai to deploy an integrated customer-experience platform addressing four pain points at once: slow response, fragmented data, manual operations, and no end-user voice.

24/7 response with a multi-channel AI Agent

Within 2 weeks of kickoff, Filum AI Agent went live across Én's customer channels: Facebook Messenger, Instagram and Zalo OA. The AI runs 24/7, intakes 100% of inbound conversations, answers common questions instantly, and captures prospect information automatically. Whether a customer messages at midnight or dawn, they get an immediate reply — eliminating the "slower than 3 hours" problem at the first contact layer.

Automated lead capture and sales handoff

Filum Automation and Ticket were configured to automate 70% of the flow from AI intake to qualified lead handover to sales. Customer data is written directly into the internal system, ending lead leakage. After a contract is signed, the system auto-generates tickets and operational checklists for the decor, MC and setup teams — closing the loop from sales to operations.

Listening to end-users via on-site QR surveys

Én expanded its listening surface with QR-code surveys placed at event venues. Every piece of feedback — however small — is captured and analyzed, giving management a 360° view of service quality that extends well beyond the PIC's perspective.

Unified customer data + proactive upsell

With Filum xProfile and Campaign, customer records are unified into a single profile. Én runs loyalty programs for returning corporate customers — clients who book roughly 3 times a year — sending targeted offers and upsell messages at the right moment, turning existing customers into recurring revenue.

The metrics below were measured in the first full quarter post-rollout (Q1/2026), compared against a Q4/2024 baseline — the last quarter Én operated entirely manually on Messenger.

"Before, we were always overloaded. Now the AI carries most of the frontline work, so we can actually focus on customers." — Én Space representative

Én's story shows that a lean F&B & Event team can operate at the scale and speed of a much larger brand — if they pick the right tools. The real bottleneck for long-cycle B2B service teams isn't the closing conversation; it's the first-response layer. Small teams that can't be available 24/7 lose deals at the shortlist gate, well before price or proposal ever enters the conversation.

Vietnam's F&B industry is projected to grow 9.6% in 2025⁽¹⁾. Competitive pressure at that pace demands not just better core service, but smarter operations at every customer touchpoint. The way Én deployed AI at the frontline — not to replace agents but to free them for higher-value conversations — is a model that generalizes to many other long-cycle B2B sales teams.

After the first cycle, Én Space and Filum are expanding AI scenarios: upgrading the Lead Capture script and training the AI Agent to filter lead quality to improve sales conversion further. Phase 2 will focus on automating post-contract operations — decor coordination tickets, MC timeline, and event-crew check-in.