Higher education │ Artificial Intelligence

Leveraging Chatbots To Allow More Meaningful Connections With Students

Wovenware and the Inter-American University team up to create a chatbot that answers frequently asked student questions.

Read this content on the go

“We’re committed to giving them the information they need, when and how they need it. Deploying a chatbot allow us to meet students where they are, while also reducing costs and better engaging with students beyond routine questions.”

Identifying opportunities together

To meet the University’s needs, Wovenware built a chatbot to answer 80 percent of the frequently asked questions over the Internet. Wovenware worked with the University’s subject matter experts to create the chatbot design including branding, first interaction, conversation flow, redirections to customer support.

Setting a goal for success

Language understanding through Microsoft’s LUIS helped the bot understand the intent and semantics of user messages. Wovenware deployed its custom analytics and insights dashboard to monitor user satisfactions, inquiries, and capture leads. The bot is continuously trained to answer missed questions and increase its level of understanding and sophistication.

Our challenges and learnings

  • Design branding, first interaction and conversation flow
  • Trigger redirections to customer support
  • Enable language understanding through LUIS
  • Trained to answer 80% of frequently asked questions

The Wovenware Approach

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 was 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.

Technologies we take advantage of