Improving student engagement via a chatbot

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  • December 08, 2019
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Enhance communication with students and candidates

Benefits of AI chatbots in higher education

1. 24/7 service

Today’s students expect support all day, every day. 58% of Millennials expect to be able to connect with a company whenever they want to, and 57% of consumers expect the same response time from companies at night as they do during normal business hours.

However, traditional support channels are too costly and difficult to staff outside of standard business hours, but this is an area where chatbots excel. Chatbots can be used to supplement support teams during regular hours, and then take over fully in off-peak times and after hours, typically answering the most common questions.

Higher education chatbots allow students to get support on their schedule, not yours.

2. Devote more time to complex or sensitive queries

Customer service chatbots are most commonly used to answer repetitive questions that need to be answered, but take up considerable amounts of agent time. By automating these questions, chatbots don’t just give agents more time to work on other tasks. They also give support agents more time to respond to complex or sensitive queries.

While a chatbot answers the frequent and simple queries, agents can devote their time to students who have more complex, or more sensitive, questions that need their full attention. These agents can then better show they care about the student and ensure they get the help they need.

3. Streamline conversations

One of the best ways that chatbots compliment agents is through information collection. While agents are busy helping students, higher education chatbots can be used to initiate chats and gather background information. Once an agent is free, they can join the conversation with the information in hand that was collected by the chatbot.

Through survey questions, chatbots can collect the who, what, where, when, and why from your students in an unobtrusive and fast way. Offloading this process to chatbots allows agents to spend less time in conversations verifying who they’re speaking with, and more time solving problems. Unlike traditional phone support transfers, the transfer from chatbot to live agent is seamless, and students will appreciate that they don’t need to repeat themselves.

4. Immediate responses

Live chat already allows support agents to handle more conversations at a time than phone conversations, but chatbots take this a step further. Chatbots can handle an unlimited number of chats simultaneously. This means that students are never left waiting for an agent to become available.

 With today’s students growing up surrounded by technology, they expect instant gratification in all aspects of support in a way that only chatbots can provide. A report found that 71% of those aged 16-24 believe that customer experience can be drastically improved by quick responses.

5. Automating common tasks

AI chatbots are incredibly intelligent. Powered by artificial intelligence and NLP (natural language processing), they can do more than just answer common FAQs. AI chatbots can also automate tasks. For example, AI chatbots can book appointments, help with payments, schedule meetings, and so much more. If the bot isn’t up to the challenge of the request provided by a student, it can automatically route the chat to the best agent for the job.

Give your customers answers – anytime, anywhere, effortlessly.

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