Loyola University Chicago sought to improve and extend student services and refocus the time of academic advisors on the more complex academic planning questions. Office hours and availability of appointments with advisors are limited and often don’t coincide with the hours when students are available and seeking answers to their questions.
Loyola University Chicago, in conjunction with their partner IntraSee, used Oracle Digital Assistant and PeopleSoft Chatbot Integration Framework to build and deploy chatbots for students and advisors. The chatbot provided answers to over 200 questions that were personalized based on the user's role and included data that was extracted real-time from the PeopleSoft Campus Solutions.
The results have been exceptional. The pilot chatbot was able to successfully answer 86% of the questions, compared to a success rate of 74% by first-call human interaction. In addition, the chatbot was available 24x7, responded in a matter of seconds, and was able to process in multiple languages. When users were asked to comment on their experience, 91% provided positive feedback.
Loyola University Chicago has been able to greatly improve the student experience and free up their student advisors for more important tasks with the use of Oracle Digital Assistant and the PeopleSoft Chatbot Integration Architecture.
Read their full Chatbot success story at: https://intrasee.com/announcements/meet-luie/