The Business Challenge
Imagine what would happen if you would fire off about 40.000 questions to a contact center in one single month. Chances are, it would be overwhelming and impossible to manage and control. Nevertheless, this happened to the Odisee Hogeschool, who received thousands of questions, fired off by their students within one single month. A kind of mission impossible to provide the right answers on time.
The Solution
To decrease the workload of Odisee Hogeschool and to optimize the experience of its future graduates, they decided to automate the answers to the most frequently occurring questions. Therefore, we developed a chatbot/virtual assistant, Lisa, on our Oswald chatbot platform.
The business impact
Students and future applicants consult Lisa via Odisee’s website or Facebook Messenger. The digital companion works instantly and is capable of answering questions concerning Odisee Hogeschool in a natural conversation context. Right from the beginning, Lisa proved to be quite productive.After even one month, the virtual assistant replied to approximately 38.000 questions - which were more than 66.000 messages - asked by around 7.000 students. Only 3% of these questions were unanswered by the virtual assistant.
