Cases

Educational institutions like UC SYD spend significant resources responding to numerous inquiries from prospective students. Manual response processes are costly, time-consuming, and resource-intensive, especially around application deadlines and semester starts. Moreover, maintaining updated, accessible knowledge material poses a constant challenge.

To address these challenges, UC SYD needed a solution that:

• Provides instant, accurate answers 24/7 without involving human resources.
• Scales seamlessly during peak inquiry periods.
• Communicates effectively across multiple languages.
• Continuously and effortlessly updates with new institutional knowledge by internal staff.

BotTellMe developed a tailored AI chatbot solution for UC SYD, enabling instant and personalized educational guidance. It is built on an easy-to-use internal knowledge management platform for easy administration and performance overview. The chatbot’s key features include:

• Always Available: Operates 24/7, aligning with students’ availability, especially outside traditional working hours.
• Multilingual Support: Provides precise, culturally nuanced answers in multiple languages, accommodating international students.
• Effortless Maintenance: UC SYD staff easily update the chatbot’s knowledge base without technical intervention, ensuring accuracy and relevance.
• Flexible Design: Fully customizable UI by UC SYD’s communication team, aligning with institutional branding and style guidelines.
• Deep Institutional Knowledge: Offers detailed, program-specific insights and guidance about UC SYD’s unique educational offerings and services.

The chatbot significantly enhances customer service while reducing operational complexity and costs:

• Improved Response Quality: Surpasses previous human-driven chat services in both speed and accuracy, enhancing user satisfaction.
• Reduced Operational Costs: Eliminates manual responses, freeing resources for strategic tasks and higher-value interactions.
• Scalability: Seamlessly manages increased inquiries during critical periods, such as admissions deadlines and semester start-ups.
• Enhanced Accessibility: Broadens UC SYD’s international reach, providing seamless interactions to non-Danish speaking prospective students.
• Continuous Optimization: Empowers internal teams to continually improve response accuracy based on user engagement analytics.

Within one month of deployment, the UC SYD chatbot delivered notable improvements in customer service:

• Extended Availability: Offers student support exactly when needed, particularly outside standard business hours.
• Enhanced Response Quality: Delivers faster and more accurate responses compared to the previous human-operated chat.
• Ease of Maintenance: Simplified knowledge-base updates enable UC SYD staff to quickly implement changes independently.
• Multilingual Support: Effectively manages inquiries in multiple languages, catering to the diverse student population.

As Mikkel Dybtved-Ntarampa Anders, Head of communications at UC SYD said: “UC SYD consistently receives numerous inquiries through our website's chat feature. The advantages of our new chatbot solution are that it is available when prospective students have time, typically in the evening hours, it is easy to update with new information, and it can respond in multiple languages. After one month of operation, it now delivers faster and higher-quality responses than our previous staffed chat solution, so we are extremely satisfied with the outcome.”