Current Situation
Digital channels have proliferated as organizations take advantage of lower-cost opportunities to service students; however, providing consistent experiences across digital channels remains a challenge. Digital self-service, if not done well, can be seen as a method to push off direct support and interactions. Chat bots, digital assistants, and other users can provide support for a variety of issues.
Goals and Objectives
Provide clear options to students for self-servicing through digital channels but with easily accessible escalation choices, resulting in lower customer support costs to the organization. Leverage students themselves for content and solution creation but maintain oversight on “authorized” responses.
Technology Deployed
AI, analytics, predictive models, knowledge management, FAQ, content management, omni-channel, and community software
Use Case Summary
Self-support is an option that is available anytime, anywhere, and from any device to support the student as they navigate multiple systems and complex choices. Timely student support is provided through chat bots as well as expert peers.