Chatbots Are Making the Grades, Helping Universities Better Connect with Students
Inter-American University of Puerto Rico Transforms Student Services Center with Chatbots that Instantly Answer Questions, Help Navigate Student Life.
The Inter-American University of Puerto Rico is a private institution of higher education. For more than 100 years it has been dedicated to preparing students in all branches of the humanities, social and scientific fields; and it has served as a cultural bridge between North America and Latin America. With enrollment of more than 40,000 students, the university is comprised of nine campuses across the island and three specialized schools.
The university’s InterMetro campus, considered the main campus, is located in the heart of the San Juan metropolitan area, its student services center, which is predominately staffed by student interns, fields hundreds of questions weekly, and during peak times, such as admission deadline periods or new semesters, this number can increase significantly. Students are constantly asking questions about their financial aid eligibility, academic programs or even library hours during exam week.
While the Inter-American University of Puerto Rico is equipped to answer questions that are made over the phone and in person, it found that the majority of students seek information online, and that is their preferred mode of communication. In order to better engage with students and provide immediate answers to a generation that relies on instant information, the company turned to Wovenware to build a chatbot that could efficiently and cost effectively accomplish this.
By freeing up service center staff to focus on more engagement and interaction, the university was also hoping to obtain more relevant admission candidates to increase enrollment and ensure greater graduation rates.
Wovenware Chatbot Built on Microsoft Azure Platform For Cost-Effective, Scalable Solution
Key Business Benefits
With the fully deployed chatbot addressing student questions over the website and via Facebook Messenger and SMS mobile, the Inter-American University of Puerto Rico is able to automate 80 percent of the questions it receives daily from students, while cutting in half the number of support staff required. This enables staff to focus more on less straightforward questions that may be too difficult the chatbot to handle, or to proactively work with students to help them meet financial aid deadlines, termine the best course selection or seek help with failing grades. Other benefits include: