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EDMO collaborated with one of USA’s largest private research universities based out of Manhattan, to modernize its student support services and align with their digital-first expectations. In partnership with EDMO (formerly iSchool360), the university implemented Violet, an advanced AI chatbot powered by a Large Language Model (LLM). The AI solution, Violet, enhanced operational efficiency, optimized response times, and reduced the burden on advisors, enabling them to handle more inquiries effectively.
Challenges and Goals
The university’s Office of Global Services (OGS) faced several ordeals managing a high volume of repetitive queries while ensuring quick, effective service. They needed an automated solution to handle routine questions independently while escalating complex issues to staff, striking a balance between automation and personalized support.
Choosing EDMO
EDMO’s expertise in automated student engagement solutions aligned with the university’s end-goals and resulted in a collaboration. Familiarity with EDMO’s offerings led to a partnership that aimed to streamline operations, enhance the student experience, and reduce staff workload.
Implementation and Customization
Violet is tailored to integrate with the university’s systems, including its ID and internal record-keeping processes. Accessibility was a key focus, ensuring ADA compliance and seamless branding. A pilot phase tested the bot with a small user group, allowing the university and EDMO to refine its features before scaling.
“The chatbot’s ability to handle routine queries with precision allowed our team to focus on more complex and personalized cases, ensuring a balance between efficiency and empathy in our student support services.” – Director of Engagement of the University said.
Key Features and Functionalities
- Real-Time Interaction: Violet handled routine inquiries efficiently, escalating complex issues to human advisors, including common questions about Visa and International student complexities.
- Auto-Generated Transcripts: Seamless integration with the university’s systems ensured accurate record-keeping.
- Contextual Memory: Enabled smooth conversational flow for a more human-like experience.
- Restricted Data Sources: Provided accurate, vetted answers from the university’s approved resources.
Results
Six months post-launch, Violet has become integral to the Manhattan-based university’s student support process, resolving inquiries in seconds and helping staff focus on higher-level tasks. The chatbot’s intelligence also enabled them to analyse top student concerns and improve information delivery, creating a more efficient and responsive system.
“We’re proud to have collaborated with the university to develop an AI chatbot that doesn’t just respond to inquiries but truly enhances the student experience. By combining cutting-edge technology with its commitment to excellence, we’ve delivered a solution that modernizes engagement while upholding the highest standards of service.” – Ashish Fernando, Founder and CEO, EDMO & iSchoolConnect.
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