Chatbot Helping TA Academic College resolve 70% queries online
Background
TA Academic College is home to 20,000 students in seven faculties and over 95 schools and departments across the spectrum of sciences, humanities and arts.
Challenge
The students and faculty staff have a high volume of simple queries for which they contacted the call center, creating in turn an overload and long response times.
In addition, these queries have a wide range of subjects touching their daily life, administration, and studies which creates a challenge to centralize knowledge easily.
TA Academic College was looking to resolve these issues in order to reduce the load on support staff while offering a service that the students would adopt happily.
Strategy
TA Academic College created a chatbot using "chat for support" scripts and AI self-learning to detect real user's questions.
All new questions and topics are being answered until users feedback is satisfactory.
Students have been invited by SMS to use the chatbot directly from their mobile phone in order to ask questions, get instant answers or easily escalate inquiries to support staff – without calling by phone!
Key Features
Chatbot for supportSelf-learning to detect new questions and topics of interestAssist with common processes and answer repetitive questionsEasily send feedback on answers in order to improve themEasily escalate personal inquiriesInquiries to Helpdesk using webhookResults
Over 70% of Queries Resolved OnlineStudents participate through feedback on answersWaiting queue for inquiries down from 5 days to 1 day