The Problem
The leading education provider was overwhelmed by a tsunami of student queries that their manual support system couldn’t handle. With thousands of existing students, new enrollments, and general inquiries flooding in daily, their support team was drowning in tickets. Manual responses created frustrating delays and inconsistent answers that damaged student satisfaction. Without automation or analytics, they couldn’t track performance or improve their chaotic support operations.
Overwhelming Query Volume Management
- High volumes of queries from existing students, new enrollments, and general users exceeded the capacity of manual support systems.
Manual Support Ticket Processing
- Manual handling of support tickets created significant delays in response times, frustrating students and prospective enrollees.
Inconsistent Response Quality
- Error-prone manual responses affected user satisfaction and created confusion among students seeking assistance.
Limited Performance Tracking
- Lack of automation and analytics made it difficult to monitor response efficiency and identify areas for improvement.
Static Learning Capabilities
- Absence of AI-driven self-learning systems prevented continuous improvement in response accuracy and query handling effectiveness.
The Solution Impact
The client revolutionized their student support operations with Gen AI Unicorn’s intelligent chatbot and email bot system that automated query resolution while continuously learning from interactions. This comprehensive AI solution transformed chaotic manual processes into streamlined, efficient support that enhanced student satisfaction and operational efficiency.
Intelligent Query Processing and Learning
- AI-powered query handling automatically identified response capabilities and escalated complex issues to live agents, while smart learning and NLP training achieved over 80% response accuracy through continuous improvement.
Automated Workflow and Agent Support
- Business rule automation determined appropriate query routing while integrated response suggestions helped agents handle complex queries more efficiently, reducing overall workload by 50%.
Real-time Analytics and Seamless Integration
- Comprehensive analytics dashboard provided insights into bot performance and query trends, while seamless agent handoff and dynamic pricing integration ensured smooth operations across all support channels.
Company
Largest Public University of US
Industry
Education
Country
USA
Key Drivers
GenAI Chatbot, Digital Transformation, Data Visualization
