In this episode of The SaaS Operators Podcast, we sat down with Bennett Spooner, Co-founder of OperatorOS, to explore how he’s turning an automation agency into something that looks and feels like software.

Bennett shares how his team built a customer service automation system that handles up to 90% of support without humans, and why Foreplay’s API is at the center of how he's productizing agency work. He explains how APIs, agents, and e-commerce automation are reshaping the line between service and SaaS, and why scalability isn’t about code, it’s about leverage.

We dive into the debate over service versus software models, how to think about margins and multiples when you’re in the middle, and what the next phase of AI-powered automation means for operators at both marketing agencies and software companies. The episode wraps with a bigger conversation on what it takes to build a business that compounds while the rest of the industry tries to catch up.