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University Institution Project – Stage 1: Institutional Bot to support potential students and academic service departments

Client:

University educational institution with more than 7 decades of experience. It has 1,500,000 m2 of infrastructure, made up of twenty schools, gyms, sports fields, offices, and the University.

Currently, it has several departments to attend to queries from potential students that come from its website, concerns from students, and academic requirements.

In early 2021, we will integrate with telephony through Microsoft Teams.

Our Challenge:

After the integration mentioned above, the client presented us with another problem that was approaching for the beginning of 2022“How to attend frequent queries from potential students, without collapsing the areas of interaction?”.

The institution has several departments that deal with frequent queries from students and, in turn, from potential students. In the first quarter of the year, its flow of queries increases exponentially. That is why it was decided to promote this development that will work 24 hours a day, 7 days a week. This will make the frequently asked questions have immediate answers and in such a way that the future student obtains the required information quickly.

What did we do?

From Newtech, we present the success story of Andreani (Logistics company) where artificial intelligence was implemented through a BOT. It was then that we proposed to carry out a large-scale project to be able not only to take advantage of the Microsoft Teams tool that they have for the telephony project, but also to be able to improve internal and external communication with students and prospects. Reducing the number of messages that the departments receive and, in addition, being able to attend to all the queries that arrive through the web.

The project consists of 3 stages, the first being the development of a chatbot using Microsoft Azure cognitive services to to be able to identify the intention of the potential student. Where you will be given information such as:

• Carreras Universitarias.
• Date of registration.
• Payment Methods.
• Tariffs.
• General information about the faculty.
• Possibility of scheduling a meeting or a videoconference.

In addition, all those who interact with the bot will be registered in the CRM (CustomerRelationshipManagement) of the University in order to make a personalized follow-up.

Proposed targets:

*Centralized point of service

*Improved response times

*Integration to the internal systems of the Institution

*Expansion in the capacity of attention, in the optimization and multiplicity of responses.

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