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Home | Success Stories | The World’s Third Biggest University

Use Case

Student enrolment

Industry

Education

Solution

Interactive Chat response (ICR)

The World’s Third Biggest University

A prestigious university known for its high capacity for enrollment outsourced their call center services. During high demand periods such as registration, exam & enrollment periods, the university failed to provide adequate service for students. Call Center Studio exceeded expectations by using ICR to solve the problems, providing the university with a huge efficiency boost.

40% decrease in inbound calls

Webchat defined faqs and answers considerably reduced inbound calls.

55% increase in service capacity

IVR + ICR expanded student interaction capacity without increasing the number of existing agents.

60% operational cost savings

AI-assistant processes student interaction resulting in less dependency on live agents

High demand periods for school registration, examination & enrollment left a prestigious university with failure to provide adequate student service. The University's choice solution couldn't deal with the rising challenges despite implementing Adobe infrastructure to handle chat operations. On partnering with Call Center Studio, we rolled out AI-powered contact center functionalities to ease the burden of overwhelmed student representatives and tailored queries to the right channel.

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