Why The University Of Adelaide’s Chatbot Actually Works

The recent Which 50 article by Joseph Brookes highlights why The University Of Adelaide’s chatbot actually works.

The chatbot has allowed the university to engage more students in less time, while maintaining satisfaction on its busiest applicant day of the year. But it was never designed as a replacement for staff. Instead, the bot freed up staff for more valuable tasks and returned overwhelmingly positive feedback from the potential students because it was deliberately designed as a “complementary” feature that reflected its values.

Read the complete article here.

Want to learn more about how the AI chatbot improved the student enquiry process?

Read Case Study

Gartner AADI Summit 2019 – Sydney | Proudly Sponsored by Rubicon Red

Gartner AADI Summit is the premier applications event on the Australian circuit. Rubicon Red is a proud sponsor, as part of the Workato Partner Pavilion.

BRISBANE – Rubicon Red are delighted to sponsor the Gartner Application Architecture, Development and Integration (AADI) Summit, Sydney, 29-30th July.

The Gartner AADI Summit is the premier applications event on the Australian circuit for application leaders who define, design and deploy modern applications. It provides an opportunity to explore how to drive digital transformation and leverage emerging/advancing technologies such as chatbots, artificial intelligence, robotic process automation, blockchain and internet of things for business impact and take your applications strategy to the next level.

The Summit will provide an opportunity to enhance your understanding of how to create an agile and sophisticated IT capability that supports innovation, aligns with digital business goals and delivers a new competitive advantage. Key to achieving this, is an applications strategy that delivers an integrated digital value chain, seamlessly connecting your applications and data, with your suppliers and partners to deliver an effortless end-to-end customer experience. Rubicon Red specialises in automating the digital value chain - connecting apps/data/devices and automating business processes.

Rubicon Red is proud to be part of the Workato Pavilion at the Gartner AADI Summit. Workato, a leader in 2019 Gartner Magic Quadrant Enterprise Integration Platform, is an Intelligent Automation platform that enables both business and IT to integrate their apps and automate their workloads. For Rubicon Red, a boutique provider of custom cloud applications, Workato is a key enabler as we help our customers become seamlessly connected, using automation and artificial intelligence to thrive in this evolving market. The platform supports lean, agile delivery of integrations, coupled with enterprise quality and security, and provides strong support for hybrid and legacy integrations – this is important, as many of our customers are transitioning from on-premises to the cloud.

“With the rapid rate of change in the market, organisations are constantly faced with new competitors, new business models and new technologies. The Gartner AADI Summit provides an ideal opportunity for application leaders to explore how to accelerate their application priorities leveraging Cloud, DevOps, APIs, microservices and emerging technologies. We are looking forward to meeting with business leaders at the Gartner AADI Summit to discuss their application priorities and how we can help accelerate them,” said Matt Wright, Rubicon Red, CEO.

"Our mission is to enable businesses to digitally transform through pervasive integration and automation," said Markus Zirn, VP of Business Development at Workato. "Our partners, such as Rubicon Red, are a huge part of bringing this mission into reality. We're excited to meet innovative business leaders at the Workato Pavilion during the Gartner AADI Summit."

The Gartner AADI Summit boasts a fantastic line up of guest speakers including Cameron Adams, Co-founder and Chief Product Officer, Canva; Gaia Grant, Lecturer & Doctoral Researcher (PhD) in Creative Thinking and Innovation, University of Sydney Business School; David Campbell, General Manager, Engineering and Architecture, ASX; Damian Giuffre Chief Digital Officer, IP Australia. Gartner experts include Bill Swanton, VP Distinguished Analyst; Denise Ganly, Sr Director Analyst; Adrian Leow, Sr Director Analyst; Matthew Hotle, Distinguished VP Analyst.

Rubicon Red will be exhibiting in the Workato Pavilion, stop by and meet our team to discuss your application priorities and how we can help you accelerate them.

About Workato
Workato is the operating system for today’s fast-moving business. Recognized as a leader, it is the only intelligent automation platform that enables both business and IT to integrate their apps and automate even the most mission-critical workflows without compromising security and governance. Workato is trusted by over 4000 of the world’s top brands and fastest growing innovators.

About Rubicon Red
Rubicon Red believe digital technology provides the catalyst to reimagine what’s possible and continuously innovate to transform businesses. We are a boutique provider of custom cloud applications and specialise in enterprise connectivity and intelligent automation, fundamental to achieving effortless digital experiences. Our mission is to help our customers ‘cross the Rubicon’ by transforming the way digital solutions are delivered, to achieve rapid results through continuous innovation in a low risk and cost-effective way. For more information, visit www.rubiconred.com

Contact Info
Juliana Button

Rubicon Red
+61.410.585.839
juliana.button@rubiconred.com

Additional Information
Join us on LinkedIn
Follow us on Twitter
http://www.rubiconred.com

University of Adelaide: The art of delighting your customers

It can be easy to implement procedures that are administratively convenient for your business, but what happens when they become difficult for your customers to navigate?

Listen to Rubicon Red’s latest podcast with Catherine Cherry, Director of Prospect Management at The University of Adelaide as she unpacks the difference between customer experience and customer service.

How can we solve customer pain points? Through engaging them in experiences that are meaningful to them.

Find out how the University of Adelaide employed an AI chatbot to streamline student enquiries through leveraging familiar channels like Facebook.

By identifying the pain point of students having to wait up to forty minutes for a one-minute conversation and transforming it into an accessible solution via Facebook, the university enhanced student experiences and simplified enquiry services.

Discover how creating meaningful and exceptional customer experiences leads to higher conversions and overall satisfaction with your organisation.

To learn more about how the AI chatbot improved the student enquiry process read our case study.

Read Case Study

Rubicon Red Joins the MuleSoft Partner Program

Rubicon Red today announced its partnership with MuleSoft to provide consulting services for MuleSoft’s Anypoint Platform™. Anypoint Platform unlocks the power of API-led connectivity, enabling organizations to connect apps, data and devices more rapidly and efficiently.

Rubicon Red to Provide Anypoint Platform to Support Connecting Applications and Data in the Cloud and On-Premises

BRISBANE – 4 July, 2019 – Rubicon Red today announced its partnership with MuleSoft to provide consulting services for MuleSoft’s Anypoint Platform™. Anypoint Platform unlocks the power of API-led connectivity, enabling organizations to connect apps, data and devices more rapidly and efficiently.

MuleSoft provides the leading platform for building application networks. Rubicon Red’s implementation expertise and industry knowledge, coupled with MuleSoft’s technology, gives clients the support and tools they need to harness the rapidly growing number of apps and data sources. With Anypoint Platform, organizations can unlock new revenue channels, improve customer experiences and drive innovation.

With the accelerating pace of disruption, companies need to continuously innovate and improve the customer experience to meet consumer expectations and stay ahead of their competition. Key to achieving this, is a connected digital value chain seamlessly integrating an organisation’s applications and data, with their suppliers and their partners. Rubicon Red specialises in automating the digital value chain - connecting apps/data/devices and orchestrating business processes, fundamental to delivering effortless digital experiences.

With their unique digital operating model and deep integration expertise, coupled with Anypoint Platform, Rubicon Red is ideally positioned to help customers design and implement their API strategies and connect their apps, data and devices to automate their digital value chains and enhance customer experiences.

“With the rapid rate of change in the market, organisations are constantly faced with new competitors, new business models and new technologies. We have been working on an operating model to address this digital disruption that organisations are currently facing that comprises three key components; Product-Centric, DevOps, and Cloud-Native. When all three are integrated through the digital value chain, the connected enterprise can really start to flourish. Anypoint Platform is a key enabler for us, as we help our customers become seamlessly connected and thrive in this new market,” said Matt Wright, Rubicon Red, CEO. “We are excited to join MuleSoft’s partner network and look forward to helping our customers continuously innovate using Anypoint Platform to connect their digital value chains.”

“With the explosion of disparate technologies today, connecting them all quickly and efficiently is the key to gaining a competitive edge. Through its partnership with MuleSoft, Rubicon Red is enabling its customers to create a dynamic application network to achieve their goals and accelerate their pace of business,” said Brent Hayward, senior vice president of global channels and alliances, MuleSoft. “We’re pleased to welcome Rubicon Red into MuleSoft’s partner ecosystem and look forward to working together to deliver significant business impact to our mutual customers.”

As a MuleSoft Partner, Rubicon Red helps clients address on-premises, cloud and hybrid integration use cases with scale and ease of use.

About Anypoint Platform
MuleSoft’s Anypoint Platform™ is a leading application network platform. It allows organizations to create composite applications that connect apps, data, and devices through API-led connectivity to form a flexible application network. Anypoint Platform is a unified, single solution for iPaaS and full lifecycle API management, both on-premises and in the cloud.

About Rubicon Red
Rubicon Red believe digital technology provides the catalyst to reimagine what’s possible and continuously innovate to transform businesses. Our mission is to help our customers ‘cross the Rubicon’ by transforming the way digital solutions are delivered, to achieve rapid results through continuous innovation in a low risk and cost-effective way. For more information, visit www.rubiconred.com

MuleSoft is a registered trademark of MuleSoft, Inc., a Salesforce company. All other marks are those of respective owners.

Contact Info
Juliana Button
Rubicon Red
+61.410.585.839
juliana.button@rubiconred.com

Additional Information
Join us on LinkedIn
Follow us on Twitter

New financial year off to a great start

We are excited about the new financial year and kicked it off with team building and strategy workshops in our offices in Australia and India.

The workshops provided a great opportunity for our teams to focus on the accelerating rate of change in the market, what that means for our customers and how we can help them, as they look deliver a rapidly evolving and compelling digital experiences for their customers.

Rubicon Red Co-Founder and our new CEO, Matt Wright, is excited about the year ahead. "With the rapid rate of change in the market, organisation’s are constantly faced with new competitors, new business models and new technologies. We have been working on a new operating model to address this digital disruption that organisation’s are currently facing that comprises three key components; Product-Centric, DevOps, and Cloud-Native. With our new digital operating model, combined with our talented team, we are in a great position to help our customers to continuously innovate as they look to differentiate in their markets, in the year ahead."

Thanks to Catherine Moynhian, KatyDid Consulting for all her efforts working with the executive leadership team and coordinating the workshops. The teams had the opportunity to have some fun in the team building activities and contribute to plans for the year ahead.

Rubicon Red Australia
Rubicon Red Australia

Rubicon Red India
Rubicon Red India

How to win the digital race – A deep dive with Rubicon Red CEO, Matt Wright

Q&A with CEO Matt Wright, where he discusses the current climate of digital disruption and the framework for an operating model that can deliver a first-rate digital experience.

We’re excited to announce Rubicon Red Co-founder, Matt Wright as our new Chief Executive Officer.

Rubicon Red believe digital technology provides the catalyst to reimagine what’s possible and continuously innovate to transform businesses. With the accelerating rate of change in the market, Matt and his team are hard at work fulfilling our mission of helping customers ‘cross the Rubicon’ in their successful adoption and application of digital technologies.   We create compelling digital solutions that integrate the digital value chain and power the connected enterprise, delivering effortless customer experience for your customers.

It is our digital operating model that sets us apart and enables our customers to innovate rapidly and continuously test and evolve their ideas into compelling digital experiences for their customers, delivering outcomes quickly, in a low risk and cost-effective way.

We recently sat down with Matt to delve a little deeper into the current climate of digital disruption and the framework for an operating model that can deliver a first-rate digital experience.

Q: Matt, thanks for your time and congratulations on your appointment to CEO. Would you care to elaborate on the current state of the digital economy? What are the common themes you’re seeing in the market that are causing disruption for organisations?

Thank you, and my pleasure - what we're seeing in the market is an acknowledgement and realisation from companies that they need to continuously innovate and improve the customer experience to stay abreast of consumer expectations and ahead of their competition. With this goal in mind, they're realising they need to move away from more traditional methods of conducting one-off projects to a more product-centric approach. Companies are looking to make ongoing improvements and refinements to their products/solution to continuously improve the digital experience over time, which in turn enhances the overall customer experience that they deliver.  This approach to ongoing product/solution delivery is what we call “product-centric” a term referenced by Gartner.

Technology led disruption isn’t new, but traditionally the impact across industries was limited to just a few, however the breadth of industries being disrupted is now across the board, and it’s the acceleration of that disruption that is occurring faster and faster. Companies like Uber and Netflix have almost appeared overnight, it’s the speed at which companies can emerge and continuously innovate that is disrupting the marketplace.

Q: You mentioned the acceleration of disruption, what do you think is its biggest facilitator?

There’s no one component that’s driving the acceleration, but rather it’s a combination of several different factors. In saying that, the move to cloud as a delivery model is a huge catalyst because it provides easy and affordable access to the latest technology. This allows companies to rapidly deliver minimal viable products (MVP)/solutions, experiment with them and learn from customer feedback, and scale exponentially. A common attribute that we see with these "born digital" companies is that they're leveraging these technologies to deliver a rapidly evolving and compelling digital experience.

Q: Moving to SaaS does provide a number of benefits, in that it allows organisations to quickly put in place modern applications to better manage their core business processes and transactions. However, we don’t believe that organisations that are just adopting SaaS, will have what it takes to leap frog their competition.  The fact is, most of their competitors will often have that very same SaaS application and given the limited ability to customise SaaS, those competitors will, therefore, also have those very same best-of-breed processes.

If you want to be a leader in your industry, you then have to ask yourself – ‘how can I build on these core cloud systems to create a compelling digital experience that differentiates me from my competitors?’. This is where Rubicon Red focuses a lot of our energy.

Q: Forgive me for asking the obvious then, but how can an organisation best develop a compelling digital experience?

First and foremost, to develop a compelling digital experience that resonates with your customers you need to adopt a customer-centred approach. This involves taking a holistic view of the entire landscape, the end-to-end digital value chain, including the key stakeholders inside and outside the enterprise. This enables you to determine how the various elements need to come together to deliver a simplified yet compelling digital experience – this is key to prioritising and focusing your efforts in the areas that will deliver the most significant value first.

IT used to be about automating internal processes and housing key pieces of data, it wasn’t about facilitating the customer experience. The old model of ‘one project at a time’ doesn’t foster change very well. In fact, that model is actually designed to minimise change as a means of controlling cost. Organisations now need IT that accelerates change and innovation, and the companies that do this best are those that continuously improve the digital experiences for their customers. Everyone is in what you could call a digital race – they’re trying to run as fast possible without a finish line.

To best deliver on this ability to continuously evolve the digital experience, organisations need to adopt a new digital operating model, one that embraces change and enables rapid iteration to continuously deliver new digital experiences.

Q: It goes without saying that this operating model would vary from business to business, but is there are a basic structure that can be implemented?

You’re right in saying that it varies because there is no one size that fits all. But, we have developed a digital operating model, that draws on the experience and success of the “born digital” companies. This model can quickly be applied to organisations looking to innovate, enabling them to iterate rapidly to deliver digital solutions that can continuously evolve to fold in new requirements and changing business priorities over time.

Q: Okay fantastic. Would you care to elaborate on what this operating model consists of?

Sure – For the better part of the last five years Rubicon Red have been working on an operating model to address the digital disruption that organisations are currently experiencing. It comprises three key components; Product-Centric, DevOps, and Cloud-Native. When all three are integrated through the digital value chain, the connected enterprise can really start to flourish.

Product-Centric

This approach recognises that the digital experience you’re providing is a core element of delivering the overall customer experience – built on agile principles, it needs to be updated, improved, and evolve over the period of time that you’re delivering it. To maintain a competitive advantage over your competitors, you constantly need to be able to improve on a product or service. With this approach you acknowledge that there isn’t necessarily an end-date for the service/app/product, it is repeatedly tested and improved upon.

Commence with a small release of a new product/service, and then add new features over time and get feedback from key stakeholders in regard to how its performing and the value that it’s delivering. Ask yourself, is it delivering business value? Is it delivering value to the customer? Traditionally speaking, controlling change is how you control cost, but a product-centric approach flips that theory on its head. With a product-centric approach, you have a fixed capacity, the team running the service/product remains the same, so the business is forced to prioritise based on business benefits. We find this is far more effective in terms of managing cost, but also delivers far superior outcomes.

One thing I should clarify, people often say to me “I am not building IT products, I’m in the business of delivering services, products or solutions for my customers – so how is this relevant?”.  This product-centric approach refers to the way we go about delivering your solutions – it takes the discipline of engineering, coupled with well understood agile practices to iterate so you can deliver rapid outcomes to an evolving list of requirements based on your most recent offering. In essence, it means you have your own dedicated team of gun designers and developers working on your evolving set of requirements, with the ability to pull in specialist resources as required.

DevOps

In the past, development and operations teams would operate inside their own silos that are often in direct conflict with one another, resulting in extensive lead times to get changes into production. For organisations with just one or two project rollouts a year then you can live with that, but when you’re doing it every one to two weeks you need a streamlined process.

DevOps is about integrating these distinct teams and end-to-end processes together, plus automating as much as possible to enable faster and more reliable releases, which is critical when you are delivering releases more often.

DevOps is also about changing the whole cultural approach for how the team works; for example, making it the development team’s responsibility to provide operational support once the service/product is live. Through integrating different parts of the organisation, you can leverage multiple perspectives which helps teams write better quality code. You also find as a result that the developers gain a better understanding of the customer – resulting in a positive cultural change to focus on the customer.

Cloud-Native

We see a lot of organisations lifting and shifting existing applications to the cloud. There are obvious advantages to having applications in the cloud – but if they haven’t been built specifically for the cloud, you’re not really taking advantage of the full plethora of cloud possibilities. It’s more a case of scratching the surface as opposed to fully leveraging it.

Cloud-native applications give organisations incredible scalability, resiliency, performance and reliability because they can scale on demand, based on your specific needs. As they’re built to accommodate automation, they offer improved quality of service with respect to disaster recovery (DR) and overall availability of the service/product.

Q: Is it safe to say that although all three of these parts of the model offer key benefits to an organisation, to fully leverage each component you really need to combine them together?

Absolutely. Each component offers something a little different, but when you bring the three together, the sum of the parts is much greater than the whole. When you begin to build the digital experience, you don’t initially really know what it’s needs to look like – as an IT person you don’t fully understand the business challenges you want to solve, and from an executive perspective you don’t understand the underlying technologies needed to deliver the business outcomes. I always say it’s about the ‘art of the possible’, you’ve got all these options open to you but which one is the right one? And that’s where we come in, we help customers establish a digital operating model so they can continuously test and evolve their ideas into compelling digital experiences for their customers, delivering outcomes quickly in a low risk and cost-effective way.

Q: Do you have any examples where this 3-pronged operating model is delivering results?

Sure - we’ve been working with the University of Adelaide for a few years now. So, at the end of each academic year, thousands of Year 12 high school leavers inundate the university’s customer service lines to discover their adjusted ATAR scores, which can be the difference between them gaining admission to their preferred courses, or missing out. Unfortunately, the calculation process was complex and labour intensive which made it difficult for staff to serve multiple students at any one time. As a result, average call wait times were regularly over 40 minutes. As a collective, we decided to develop a chatbot for ATAR calculation which would provide better support to applicants.

Since the chatbot pilot was first introduced in 2017, and with the subsequent rollout for 2018, the University has slashed the number of calls to the service centre by 55% and reduced call wait time by 13x.  Students use a self-service approach to get the answers they need from their preferred channel, and those students that need more help can spend the time they need with service centre staff.  The solution can scale to meet the future demand for the service and it has reduced the cost associated with handling calls on Results Day, the busiest day of the year for the University Service Centre.  If you would like to learn more and find out how we used the digital operating model to achieve these results, feel free to view the case study on our website.

Q: Those are some impressive results Matt! For a prospective organisation reading this, what would you recommend as the first step towards operating with this kind of model?

I would recommend reaching out to someone like Rubicon Red. We’ll take the time to understand your challenges and distil your requirements across the entire value chain. With this holistic view, we will partner with you to determine how best to develop and integrate all the elements to deliver a simplified yet compelling digital experience for your customers, that will scale as your organisation grows.  For us, it's about making it as simple as possible for organisations to achieve that desired digital experience for their customers.

So, give us a call and discover firsthand how we can help you establish a digital operating model so you can continuously test and evolve your ideas, delivering compelling digital solutions for your customers quickly, in a low risk and cost-effective way.

Celebrating Oracle Excellence Award with The University of Adelaide

What a wonderful, balmy night we had last Friday in Adelaide at 2KW during the height of the Adelaide Fringe Festival. It was a perfect night to celebrate with The University of Adelaide as a finalist of the Oracle Excellence Award, Oracle Cloud Platform Innovation, Transformational Technologies, 2018.

The Univeristy of Adelaide is amongst a prominent list of Oracle Excellence Award winners and finalists including American Red Cross, Deloitte, Gap, Hertz, National Grid, Sainsbury’s and Stitch Fix. The Oracle Excellence Award is an annual program that recognizes an extraordinary set of customers and partners for exceptional use of Oracle solutions to accelerate innovation and drive business transformation and value by increasing agility, lowering costs, and reducing IT complexity.

Congratulations to Catherine Cherry, Director Prospect Management and her team at The University of Adelaide, recognised as a finalist in the Transformational Technologies category for their innovative ATAR Enquiry chatbot solution to scale services to handle peak loads on Results Day, reducing call wait time and allowing staff to have more in depth conversations with the students.

The University of Adelaide was the first Oracle chatbot project to go live anywhere in the world, it is a unique and innovative use case, and importantly, it returned real, quantifiable business benefits. The 2018 ATAR Enquiry chatbot was made available in December, for Results Day 2018, and again proved to be a great success with prospective students and staff alike. Rubicon Red continues to work with Catherine and her team on new digital experience solutions to be released later this year.

To learn more about the University of Adelaide ATAR Enquiry Chatbot - watch the video here or read the case study.

Oracle OpenWorld 2018

OOW18

Rubicon Red are looking forward to Oracle OpenWorld 2018 in San Francisco, October 22-25, and have a jam packed agenda. We have a busy week planned participating in Partner Advisory Councils, and presenting at OpenWorld and Oracle Code sessions. We are very proud to be sponsoring the Oracle Process, Integration and API Customer Advisory Summit again this year.

If you are planning to attend Oracle OpenWorld 2018 please let us know, we would love to connect.

PRESENTATIONS by Rubicon Red and some our Customers

MONDAY 22nd October

  • 2:15-3:00pm Unified Monitoring for On-Premises and the Cloud with Oracle Management Cloud [PRO4482], Rakesh JS, Rubicon Red; Henrique Arias, Spirit Airlines; Liza De Armas, Spirit Airlines; Ana Maria Mccollum, Oracle; Erik Benner, Mythics. Room: Marriott Marquis (Golden Gate Level) - Golden Gate A

TUESDAY 23rd October

  • 11:15-12:00 Oracle SOA Suite 12c: Customer Panel [CAS5716], Simone Geib, Oracle; Candace McAvaney, Minnesota Power; Mark Harrison, Eaton Corp; Awais Bajwa, GE, Moscone West - Room 2002
  • 3:45-4:30pm Oracle Integration Cloud Customer Panel: Integrating SaaS Into your Application Network [CAS4491], Bruce Tierney, Oracle; Eric Doty, Greenworks Tools; Karl Jonsson, Reinhart; Lakshmi Pavuluri, The Wonderful Company. Room: Moscone West - Room 2002
  • 5:45-6:30pm Delivering Modern Customer Experience by Successfully Adopting Chatbots and AI [CAS2468], Joe Huang, Oracle; Jose Sanchez, Oracle; Matt Wright, Rubicon Red. Room: Park Central (Floor 3) - Stanford
  • 7:30-8:15pm UI, AI, and API – Recipes for next generation messaging platform using Oracle Cloud [BOF5527], Rakesh JS Rubicon Red; Matt Wright, Rubicon Red. Room: Moscone West - Room 2020

WEDNESDAY 24th October

  • 10:30-11:15 Ten Commandments of delivering enterprise grade chatbots using Oracle Cloud, Rakesh JS Rubicon Red; Matt Wright, Rubicon Red. Room: Moscone West - Room 2010
  • 3:45-4:30pm Real-Time Insights to Build Better Digital Assistants and Chatbots Faster [TRN5793], Srikant Subramaniam, Oracle; Matt Wright, Rubicon Red. Room: Moscone West 3020

SPONSOR: Oracle Process, Integration and API Customer Advisory Summit

We are very proud to be a sponsor of the Oracle Process, Integration and API Customer Advisory Summit, for the fifth successive year. It is always a great opportunity to meet with the Oracle Development and Product Management teams and connect with global customers. The Summit is on Sunday 21st October. You can register here – we hope to see you there.

Plan your schedule at Oracle OpenWorld - Session Catalog and Oracle Code - Session Catalog

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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