“We’re committed to giving them the information they need, when and how they need it. Deploying a chatbot allows us to meet students where they are, while also reducing costs and better engaging with students beyond routine questions.”
Inter Metro - Higher Education
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, and redirections to customer support.
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 satisfaction, inquiries, and capture leads. The bot is continuously trained to answer missed questions and increase its level of understanding and sophistication.
• 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.
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 for the chatbot to handle, or to proactively work with students.
The Wovenware-designed chatbot enables better communication with students in the channels that are most comfortable to them, 24/7.
of routine questions.❞
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