Digital channels have proliferated as organizations take advantage of new opportunities to service students and families; 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. Chatbots, digital assistants, and other users can provide support for a variety of issues.
Goals and Objectives
Provide clear options to students and families for self-servicing through digital channels but with easily accessible escalation choices, resulting in lower support costs to the institution. Leverage students and parents for content and solution creation but maintain oversight on “authorized” responses.
AI, analytics, predictive models, knowledge management, FAQ, content management, omni-channel, community software
Use Case Summary
Self-support is an option that is available anytime, anywhere, and from any device to support the students or families as they navigate multiple systems and complex choices. Timely student support is provided through chatbots as well as expert peers.