Transforming Outbound Contact Management with AI‑Powered Outreach

The Problem

A growing education provider was generating a high volume of inbound referrals—around 150,000 contacts each year. Yet despite the scale, much of the outreach into those referrals was manual: outbound support agents making phone calls one at a time. Not only was this approach slow and labour‑intensive, but hiring more staff to answer the volume wasn’t scalable—and the organisation risked losing enquiries and overwhelming limited resources.

The Solution

One of our Digital Squads architected a sophisticated outbound outreach engine combining WhatsApp automation with a large language model (LLM). This AI‑driven solution could:

• Automate initial outreach via conversational WhatsApp messages, engaging new referrals instantly and at scale.
• Qualify leads by asking pertinent questions in real time (“What’s your main area of interest? When are you looking to book?”).
• Guide pre‑qualified contacts into appointment booking workflows.
• Seamlessly onboard confirmed meetings into the client’s calendar or CRM system, with minimal human oversight.

All of this was wrapped in a centralised interface where support staff could monitor engagement, view message threads, intervene when needed, and access performance dashboards.