Gen Z are most open to chatbots than any other age range. This demographic, which comprises the majority of higher education students, are also most likely to agree that chatbots make it quicker for their issues to be resolved.
If you are ready to start your chatbot journey but don’t know where to start, download this SlideShare to learn the top 10 chatbot use cases that universities and colleges around the world are benefitting from.
Drawing from our 15+ years of experience building chatbots for higher education, these use cases will give you ideas on how you can adopt chatbots into your school. For example:
- Provide 24/7 availability
- Take the load off the team during seasonal peaks
- Devote more time to complex or sensitive queries
- Automate appointments and bookings.
2. Today’s students have some of the highest support
expectations of all demographics. Grown up surrounded
by the benefits that technology brings, students now
expect support when, where and how they want it. Now,
as this Gen Z generation enters higher education,
they’re placing their sky-high expectations onto colleges
and universities.
These support expectations may be lofty, but they can
be easily and cost-effectively met with chatbots.
Drawing from our experience in building chatbots for
higher education institutions around the world, here are
the top 10 use cases for chatbots in higher education.
Starting on your
chatbot journey
3. Chatbot
Hi there, I’m a virtual assistant.
There are no agents available
right now, but I can answer
your questions. How can I help
you today?
No problem! Click the link
below to reset your password:
https://comm100.password
reset.com/here
by Comm100
Reset Password
I need to reset my password
Today’s students expect to receive support when it
suits them - not when it suits your office hours. This is
where a chatbot shines. With a chatbot in place, any
school can deliver around-the-clock support, providing
real-time answers to the most common questions.
Provide 24/7 availability
for common questions
01.
4. Chatbot
by Comm100
Every university and college has to deal with peaks in support
volume at certain periods of the year, such as application
season. Chatbots can manage this influx of questions by
handling up to 80% of all queries without agent intervention,
taking the load of the team while ensuring every students
receives the fast support they expect.
Take the load
off the team
during seasonal peaks
02.
What majors does your
bachelor of science offer?
Online
No problem, are you looking at
on-campus or online programs?
Thanks, click here for a full list
of our online Bachelor of
Science majors:
On-campus Online
Click Here
5. While every question must be responded to, there are
always some queries that need more of your agents’ time
and attention than others. By setting up a bot to handle
the straightforward FAQs, agents have more time to
support the complex or sometimes sensitive questions
With a greater emphasis on mental health and well-being
within higher education, chatbots also help universities
and colleges show every student that they care and
are there for them.
Devote more time to
complex & sensitive queries
03.
Chatbot
by Comm100
I really need to speak to a
support person about my grades
No problem, we’ll get you
connected right away. So that I
can pull up your student record,
can you please tell me which
course you’re inquiring about?
Thanks, I will connect you to our
next available support agent.
Hi there, I see you want to speak
about your grades. How can I help?
Calculus 122
Agent Rachel has joined the chat
6. 04.
Handle appointments
and bookings
When agent resources are stretched thin, chatbots
can help by taking on the monotonous task of
handling appointments and bookings for on-campus
services. Chatbots can easily integrate with your
existing scheduling tools or host online appointment
bookings inside the chat window.
Chatbot
by Comm100
- Room 111
Located on the 1st floor of
the library, available 9am to
9pm Monday to Friday
I need to book a study room
for this afternoon
- Room 211
Located on the 1st floor of
the library, available 9am to
9pm Monday to Friday
Book A Study Room
Book This Room
No problem, I can book your
room using our online sched-
uling service. Click the link
below to get started.
https://comm100.room
booking.com/
7. 05.
Students hate being passed between agents as they seek help,
forced to repeat their query each time. Universities can avoid
this entirely by setting up a chatbot at the beginning of the
conversation. When a student launches a chat, the bot can ask
the student a few questions to collect information about their
query, and so then route their chat to the most appropriate
agent, team or department.
As well as providing a more streamlined and positive
experience for the student, this bot use case also improves
first-contact-resolution (FCR).
Route students to the
best agent for the job
Chatbot
by Comm100
Admissions Accommodation Open Day
Hi there, how can I help
you today?
Hi there, how can I help
you today?
Thank you, I will connect you
with our department now.
Admissions
Agent Brandon has joined the chat
8. 06.
Help students self-serve
With so much information to manage on your site,
students can sometimes struggle to find the answers to
their questions. By pulling from your knowledge base,
chatbots can instantly deliver this information, either
directly within the chat window through text, images or
videos, or by providing a link. This allows students to
self-serve and find the information by themselves, rather
than calling on support from your agents
Chatbot
by Comm100
Where can I find more infor-
mation about the Open Day?
Great, thanks. I also want
to know more about the
accommodation options.
Can you help?
Hi there, let me help you out.
Please click this link to find out
more about our upcoming Open
Day – www.musgroveuniversity.
com/openday
Of course! Here’s a video all
about our accommodation choices.
9. 07.
Universities and colleges provide thousands of job references
for their students every year. Gathering the necessary
information for this takes up considerable agent time. A
chatbot can automate this by collecting the information from
the student without any human involvement, allowing agents
to be redeployed on other important tasks.
Automate reference
from requests
Chatbot
by Comm100
I need a reference of study.
BA101
Kate Rogerson
What is your course number?
Ok, no problem. Please answer
a few questions for me so I can
help. What is your name?
10. 08.
Collect student feedback
Gathering student feedback and sentiment is crucial for every
school to understand where they can improve. A Task Bot can
be set up on your site to gather important student feedback
through a conversational interface that is far more engaging
than forms or surveys. Data is then automatically stored within
the platform for review.
Chatbot
Hi, do you have time to answer
questions about your student
experience?
Why did you choose to
attend this college?
Sure Not Now
Location Programs Cost Other
How prepared did you
feel for classes after
student orientation? (scale)
Not Prepared Somewhat Prepared
Prepared Very Prepared
Sure
Location
by Comm100
11. Once a conversation is finalized, a chatbot can ask a few
questions about the support they received. This helps you
to understand how well your live chat agents or chatbot
is performing and understand where it can be improved.
Combine this with Sentiment Analysis for even greater
insight into students’ emotions and opinions.
Gather data for
future improvement
09.
Chatbot
by Comm100
Do you have time to answer
a quick survey about your
service today?
On a scale of 1 to 5, how
happy were you with the
support you received?
How would you improve
the answer to your question?
Not Now
Sure
Sure
12. 10.
Offer omnichannel support
Today’s students want to connect with their school across a range
of digital channels – live chat, social media, SMS, email, and more.
With Comm100, a single chatbot can work across all these channels.
Just build one bot and deploy it across every channel, giving
students the choice to connect on their terms.
Chatbot
by Comm100
I need to reset my password
555-443-2783
Sure, what is your
phone number?
Thanks, I’ll move our
conversation to text.
13. Want to
start your
chatbot
journey?
Connect with one of our chatbot
specialists today to learn more
about introducing a chatbot to
your higher education support.
· Assess your current needs and requirements
· Demonstrate how Comm100 Chatbot can
uniquely solve those needs
· Showcase the benefits of Comm100 Chatbot
· Provide relevant examples and success stories
· Explain our pricing and packaging options
· And answer all of your questions!
Let’s chat
In your demo, our specialist will:
