Case Study
How ContactWorks Saved Thousands of Hours with BotDojo's WorkQueue
Company Overview
ContactWorks is a customer contact services and call center partner headquartered in Austin, Texas, providing outsourced customer service, sales, and technical support programs. Known for flexible, scalable delivery, ContactWorks supports organizations including healthcare and insurance teams that need high-volume, high-accuracy customer and provider interactions.
The Challenge
A healthcare client needed to validate 10,000+ provider office locations under a strict compliance deadline—verifying contact information and identifying discrepancies across multiple internal systems, identifying closed or rebranded locations, and updating their directory. The traditional approach meant manually cross-referencing data across disparate databases and external sources—a process that would take thousands of hours.
The traditional approach was brutally manual:
- Employees calling each location one by one
- Cross-referencing multiple databases to verify information
- Manually tracking which providers had been contacted
- Compiling updates into reports for the client
The Solution: BotDojo's WorkQueue
WorkQueue is project management for AI agents—an orchestration layer that coordinates multi-step workflows where multiple AI agents collaborate on a single output.
BotDojo Work Queues help teams route multi-step work across agents, automatically retry tasks, and escalate exceptions for review (see Agentic Automation).
How It Works:
- Multi-agent coordination: Specialized agents handle web research, data validation, and verification—all contributing to a unified output
- Human-in-the-loop: When anomalies require judgment, WorkQueue flags exceptions for human review rather than guessing
- Full transparency: Every data point includes an explanation of how the AI reached its conclusion and where it found the information
- Source URLs + timestamps for discoveries
- Confidence levels based on corroborating evidence
- Easy setup, highly customizable: Configured in 1 day and adapted to ContactWorks' specific requirements
“About 90% of the file had some level of meaningful update—whether that was a phone number, out of business status, rebranded, changed address.”
George BarbourContactWorks
20x Cheaper Than Manual—Then Optimized 8x More
The automated solution was already 20x cheaper than doing the work manually. But BotDojo's evaluation tools took it further—identifying which tasks could run on faster, cheaper models without sacrificing accuracy, cutting model costs by an additional 8x.
This dramatically reduced per-record costs, transforming what was once a one-time emergency project into an ongoing operational process that keeps all systems continuously up to date.
“Being able to optimize and move tasks to faster, cheaper models is incredible. The ability to optimize model costs allows us to move from a one-time action to a continual process that keeps data up to date and in sync.”
George BarbourContactWorks
Ongoing Value: Weekly Runs Keep Data Accurate
After the initial compliance push, ContactWorks operationalized the workflow so it runs every week—continuously finding changes (moves, closures, rebrands, phone updates) and syncing them back across systems.
Instead of waiting for errors to surface in downstream operations, the weekly run keeps provider data current and reduces the steady drip of rework that comes from stale directories.
ROI Beyond Cost: Hours Saved in Normal Operations
Keeping provider data continuously up to date reduces operational time spent on:
- Call handling: fewer wrong numbers, fewer dead-end transfers, fewer callbacks
- Case work and escalations: fewer exceptions caused by outdated location data
- Manual data cleanup: fewer ad hoc "fix the directory" projects triggered by errors
“We were able to put something together in less than 2-3 days. First try, it worked great. Changes how we run our business.”
George BarbourContactWorks
Key Takeaways
| Benefit | Impact |
|---|---|
| Thousands of Hours Saved | Automated deep research replaces manual work |
| 20x Cheaper Than Manual | Plus 8x model cost optimization |
| Weekly Automation | Provider data stays current instead of drifting stale |
| Operational Hours Saved | Less rework from wrong numbers, closures, and address drift |
| 1 Day Setup | First-try success with rapid deployment |
| Competitive Edge | AI-powered service no other BPO offers |
Automate Your Back-Office Workflows
ContactWorks' success demonstrates how AI-powered workflow automation can transform repetitive, high-volume back-office tasks—data validation, provider verification, record updates—from costly manual projects into continuous, scalable operations.
If your organization manages large datasets, compliance requirements, or multi-step verification workflows, BotDojo's WorkQueue can help you:
- Replace manual research with coordinated AI agents
- Cut costs dramatically while improving accuracy
- Move from one-time projects to continuous automation
Ready to automate your back-office workflows? Schedule a demo to see how BotDojo can transform your operations.
Learn more: contactworks.us | botdojo.com