EDMO’s Conversational Intelligence overhauls Information Gathering for a US-based Knowledge-Sharing Platform

Overview

EDMO partnered with a Phoenix-based non-profit knowledge-sharing platform renowned for bridging the gap between educators and valuable resources like scholarships, grants, and course specializations. Its objective is to enhance transfer and conversion rates by more than 30% & 50%, respectively, thereby empowering both educators and students with crucial information. By partnering with EDMO, the platform’s transfer and conversion rates surged significantly. Through EDMO’s Conversational intelligence solution, the knowledge-first platform can track leads during business and non-business hours, boosting user engagement to a monumental degree. Its appointment booking process was automated by EDMO’s Conversational intelligence solution, streamlining the rigmarole process and reducing strenuous human effort.

Challenges

The client sought to bring operational efficiency and reduce man-hours in its appointment booking process. Before EDMO’s intervention, the process was heavily reliant on humans, requiring good numbers of hours and effort. Henceforth, they wanted to strengthen the technological front and assimilate Conversational AI technology with human interactions to weed out ineptness and provide empowered solutions to its customers.

The Solution

To ramp up the client’s student engagement process, EDMO deployed its  LLM Bot, which gathers and stores valuable information from students on behalf of live agents. With our offering, they can specifically focus on and target business and non-business hours leads. The process involved these sequential stages:

• Identifying Requirements & Providing Solutions in Accordance: Defined goals, functionalities, and timelines in collaboration with stakeholders.
• Rejigged Technical Setup: Assimilated with SMS services and Salesforce, ensuring scalability and time-zone compatibility.
• Streamlined Information Collation: Built and tested the chatbot’s core logic for accurate data collection and after-hours meeting booking.
• Consistent Testing and Feedback Uptake to Ensure Accuracy and Reliability: Conducted iterative testing to refine performance based on feedback.
• Deployed Services to Improve Operational Efficacy: Launched the chatbot with monitoring systems to ensure smooth operation and future enhancements.

Additionally, our team played an integral role in ensuring:

• Technical Finesse: Creating the SMS chatbot and seamlessly intertwining it with the client’s systems (e.g. Salesforce) and ensuring impeccable functionality.
• Decisive Collaboration: Collaborated intensively with their team to understand their requirements and align the chatbot features with their goals.
• Testing and Validation: Conducted rigorous testing to ensure the chatbot’s accuracy, reliability, and user-friendliness.
• Continuous Support: Provided post-implementation help to ensure uninterrupted operational efficiency.
• Data-Driven Message Automation: Data-driven smart prioritization of words was functionalized in each message to increase engagement with each user.

Results 

Post overhaul, the non-profit knowledge sharing platform saw an enlivening student engagement, uninterrupted communication channel, and boosted its brand awareness amongst the target audience. It is succinctly expressed in these pointers:

• Automated SMS Chatbot: Bolstered student engagement & interactions by raising pertinent queries about their program of interest, previous degree, and military experience.
• Provided a Meeting Booking Facility: Provided a time-efficient option to schedule or book meetings during non-working hours, ensuring uninterrupted engagement.
• Boosted Student Engagement: The automated SMS interactions enhanced consistent and promising responses from students.
• Brought a Robust Operational Efficiency: Automated scheduling during non-working hours has dropped tedious manual effort seemingly.
• Amplified Brand Perception: The professional chatbot experience accentuated the client’s cachet into a more student-focused and tech-savvy brand.

“EDMO’s Conversation Solution proved to be a turning point in ensuring cogent user engagement on our platform. Lead tracking has become super-efficient, reducing incomprehensible man-hours and streamlining operations.”- Chief Marketing Officer of the company said.

“At EDMO, we believe in enabling organizations with intelligent, scalable solutions that streamline operations and elevate user engagement.”- Ashish Fernando, Founder & CEO,  EDMO.

The user engagement metrics saw phenomenal growth post the installation of our product:

• The total lead generation on all three days was quite high, with a remarkable uptick in the number of users engaging on the platform each day.
• The ATC0 engagement rate maintained an optimum pace and underscored the robustness of the initial pipeline process.
• Chatbot engagement percentages are also quite impressive and marked an upsurge from 26.82% on the first day to 35.50% on the third day.
• The user engagement intensity also witnessed a steady boost of 25.55%, reaffirming higher quality and solid leads.

• Calendly Bookings were also poised at an upward trajectory from 5.05% on the first day to a staggering 10.67% on the third day, showcasing an efficient lead conversion mechanism.

“EDMO’s LLM bot and meeting booking facility were new and refreshing additions for us. Student engagement saw a mammoth uptick, underscoring high transfer and conversion rates.” – the company’s Chief Executive Officer said.

“Our association with clients envisages our commitment to seamlessly interlinking technology with human interaction, driving meaningful outcomes for both educators and students.”- Ashish Tulsankar, Co-Founder & Chief Technology Officer (CTO), EDMO.

Conclusion

The client’s values are coterminous with ours, particularly in their dedication to providing accurate guidance, timely support, and a seamless experience for students. Both organizations underscore user-centric solutions and leverage technology to drive resourceful outcomes. This shared vision has fostered a strong, trust-based partnership, shaping how we design solutions to meet not only technical requirements but also to accomplish the client’s mission to empower students. 

WRITTEN BY

Aastha Aarya

Study Abroad Expert

Aastha Arya is a Senior Content Writer at EDMO who writes about topics covering education technology, AI, and case studies pertaining to the higher education sector. She has a 4-year of experience in this field and also likes to delve deeper into the role of AI tools empowering universities by automating high-priority tasks such as document review, processing, responses to student queries, etc.

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