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Case Study: How Outsourcee Helped Fix a Client’s Chatbot Spam Problem & Transform Their Lead Quality

  • Arvin Singh
  • Nov 19
  • 3 min read

From 300+ spam messages a week… to clean, qualified, revenue-ready leads.




Client Background


In mid-2025, a fast-growing regional home services company approached Outsourcee for help. Their business had expanded rapidly across Malaysia, and they needed a reliable way to handle customer enquiries through their website and social channels.

They had already tried implementing a basic chatbot using a third-party low-code builder—but the experience was far from smooth.


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The Problem


1. Surge in Spam & Fake Leads

Within weeks of launching their original chatbot, the client began experiencing a worrying spike in:

  • Fake quote requests

  • Spam messages containing links & phishing text

  • Automated bot attacks targeting their WhatsApp

  • Irrelevant enquiries unrelated to their service


This created three operational issues:

  • Staff were spending hours filtering junk leads

  • Sales conversion dropped due to cluttered pipelines

  • Reporting accuracy collapsed because data became unreliable


Their team estimated over 300 spam submissions per week, many routed directly to WhatsApp and CRM.


2. Poor Customer Experience

The legacy chatbot was limited to rigid button-based flows, leading to:

  • Users dropping off quickly

  • Repeated questions the bot couldn’t understand

  • Slow response times during peak hours

  • Frustrated customers calling instead


The business wanted a chatbot that could actually talk to customers like a human agent—understand natural language, ask the right questions, and guide users smoothly.


3. Lack of Insights & Data

Since their previous chatbot didn’t store structured conversations, the client had no visibility into:

  • What customers were asking

  • Which locations had the highest demand

  • What services were growing

  • What complaints or issues were recurring


They were “flying blind” without any meaningful trend analysis.


Outsourcee’s Solution


Outsourcee deployed a full AI-powered front-end chatbot capable of intelligent conversation, automated triage, and deep integration with WhatsApp and email channels. The solution included:


1. Smart Spam Filtering Engine

We built a dual-layer filtering system:

  • AI intent detection to identify irrelevant or malicious messages

  • Keyword + behaviour filters that automatically block bot submissions

  • Auto-validation for phone numbers, locations, and service categories

Within the first two weeks, spam volume decreased by 92%, and by the end of the month:

Only 5–10 submissions per week were flagged as questionable—down from 300+.

This gave their sales and ops teams clean, trusted lead data they could act on immediately.


2. Natural-Language Chatbot With Real Conversation Capability

Outsourcee replaced their button-based flow with a fully conversational chatbot powered by OpenAI’s latest models.

Capabilities included:

  • Understanding free-form customer messages

  • Asking follow-up questions based on intent

  • Collecting customer details automatically

  • Providing real-time quotes for >20 service types

  • Handing over to a human on WhatsApp when required


The result?

  • 38% higher engagement

  • 52% fewer drop-offs

  • Customers spent 2–4× longer interacting with the bot

  • 24/7 instant responses, even during heavy peak periods


3. Reliable Lead Scoring & Structured Data Output

Outsourcee’s system automatically scored incoming enquiries based on:

  • Service needed

  • Urgency

  • Location

  • Job size

  • Customer readiness

  • Repeat vs new customer


All data was pushed directly into a Google Sheet + email summary for the team, cleaned and ready for sales follow-up.


Every week, the client received a full lead insights report, including:

  • Top trending service types

  • Customer sentiment breakdown

  • Locations with highest conversion

  • Peak enquiry timing

  • Recommendations for marketing & operations


This became a key driver for internal planning.


Results After 60 Days


Spam Reduced by 97%

Only 1–2 spam messages slipped through per day—almost all caught automatically.


Lead Quality Increased by 3.4×

With accurate data and intelligent qualification, the team was speaking only to high-intent customers.


Sales Conversion Up by 28%

Cleaner pipelines + faster responses + better qualification = real revenue impact.


Operational Efficiency Improved

Agents saved nearly 20 hours a week previously wasted on sorting junk leads.


Customer Experience Upgraded

Users reported that the new chatbot felt:

  • Friendlier

  • Smarter

  • Faster

  • Easier to use


Client Testimonial

“The chatbot Outsourcee built is miles ahead of what we had before. We no longer deal with spam, and the leads we get now are real customers ready to buy. It has changed how our entire sales funnel works.”— General Manager, Home Services Company

Final Thoughts


This case study highlights what many businesses face today:

  • Rising spam

  • Broken chatbot flows

  • Lost leads

  • Unreliable data

  • Slow response times


Outsourcee solves this by pairing AI technology with human operations expertise, giving businesses a scalable, cost-efficient, and high-performance solution.

If you want to deploy a chatbot that actually works—and protects your business from spam—reach out to Outsourcee:



 
 
 

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