Ovum Enterprise Case Study: Using Machine Learning to Boost Service Center Customer Satisfaction

Oracle Intelligent Bots reduced call center wait times at University of Adelaide by 97% and resulted in 60% "Awesome" rating from students.

Ovum authored a case study about University of Adelaide's use of Oracle Intelligent Bots. Oracle Intelligent Bots reduced service center wait times at University of Adelaide by 97% and resulted in 60% "Awesome" rating from students.

Summary by Peter Urban, Director Analyst Relations, Oracle

Business Issue: Thousands of students flood University service center to check on admission status

The summer release of high school senior's ATAR college entrance exam results is a peak time for University of Adelaide's call center, because thousands of prospective students simultaneously enquire if they have the right grades for admission. Students were overloading the University's call center with grade requests resulting in 40 minute callcenter hold times!

Solution: Intelligent Self-Service chatbot from Oracle

With Oracle Platinum partner Rubicon Red, University of Adelaide built a natural-language Oracle chatbot which infers a users question without having to hard-code every possible question. With the introduction of the chatbot from the university's Facebook Messenger page, potential students could find out their adjusted ATAR scores in their own time, rather than sitting on hold in phone queues or waiting for an email response. Business analysts built the bot without coding. Business analysts can easily modify the bot without having to contact central IT.

Business Impact: 97% hold-time reduction, 60% "Awesome" chatbot rating

The chatbot conducted roughly 2,100 unique conversations on day one, many more than initially anticipated. The chatbot resulted in a 40% drop in calls to the university's service center. This, in turn, led to a huge reduction in the average wait time for phone calls to the service center – from an average of 40 minutes to around 90 seconds. Service center staff were therefore available to address more complex queries and handle the email backlog.

Download the full article from the Oracle website here.

University of Adelaide employs chatbots to ease student enrolment pain

Oracle Intelligent Bots deliver faster answers to students when applying for university, boosting the student enrolment experience for prospective students at the University of Adelaide; solution implemented by Oracle’s Platinum Partner, Rubicon Red.

Oracle Intelligent Bots deliver faster answers to students when applying for university, boosting the student experience; solution implemented by Oracle’s Platinum Partner, Rubicon Red

Oracle Cloud World, Sydney, Australia

The process of finding out if you got into the university course of your dreams at your preferred educational establishment is a stressful time. Fortunately for some students, the process just got a whole lot easier, thanks to the successful pilot of a cloud-based, artificial intelligence (AI) solution provided by Oracle to the University of Adelaide, implemented by Oracle Platinum Partner, Rubicon Red.

At the end of each academic year, the University, which is consistently ranked in the top 1 percent of the world’s universities and recognised globally as a leading research establishment, is overwhelmed by enquiries from potential students. In South Australia, Year 12 students need support when their ATAR score – the number used to gain entry to university - is released. Students rush to contact the universities to which they’ve applied, to find out if they are eligible to receive bonus points. These can boost their final adjusted ATAR and may be the difference between them securing a place on the course they want or missing out.

University of Adelaide’s Associate Director, Prospect Management, Catherine Cherry, said, “During such a stressful and anxious time, we don’t want applicants having to wait in long queues on the phone to speak to us. It’s important that they can get their adjusted ATAR score as quickly as possible and start discussing what their results mean for them with their families, their friends and university of choice. Our Adjusted ATAR chatbot meant students didn’t have to wait – in the busiest hour we had approximately one user every five seconds! The response has been fantastic, with more than 60 percent of users rating their interaction as ‘Awesome’.”

The chatbot is accessed via social media from the University’s own Facebook messenger page. It enables potential students to get the answers they want, in their own time – without having to hold in phone queues or wait for an emailed response. Having been trained on questions used in previous years to help determine a student’s adjusted score, around context and using deep learning-based natural language understanding (NLU), the bot provides natural, conversational and personalised responses, and can even include comments like congratulations on their results.

Powerful machine learning also helps the bot pick things up and learn as it goes along, making it more powerful as usage increases. It also remembers previous conversations and their context, making it very easy to use and its responses more accurate.

On just the first day, prospective students conducted an estimated 2,100 unique conversations with the chatbot, a number far greater than anticipated. This led to 40 percent reduction in calls to the University’s enquiry service on results day – and more impressively, a 47 percent drop in calls during the critical first three hours. In turn, this reduced the average wait time for queries made via telephone – from an average of 40 minutes down to about 90 seconds. In addition, staff in the University’s call centre were freed-up to address more complex queries and handle its backlog of emails.

Read the full press release here

Talk to us today to discover first hand, the potential to enhance your own customer experiences, see what’s possible and learn how Rubicon Red can help you rapidly deliver an innovative approach, to delighting your customers. Read the datasheet to learn more about the best way to get started on your Oracle Intelligent Bots project with our Cloud Kickstart for Oracle Intelligent Bots.

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