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Clearinghouse Chatbot Answers Students and Alumni Transcript Ordering Questions

by NSC Blog | Nov 5, 2020 | Announcements, Transcript Ordering |

This past spring, after a few months of collaborating and testing with chatbot service provider Ivy.ai, the Clearinghouse implemented a chatbot that uses artificial intelligence (AI) to assist students and alumni with questions related to their transcript order. Because of COVID-19, the Clearinghouse switched to a work from home environment, which makes the chatbot the timeliest implementation of a new way to support our customers

So, what exactly is a Chatbot?

The Clearinghouse has partnered with Ivy.ai, who develops artificially intelligent, self-service chatbots for higher education. Ivy.ai uses natural language processing to make the experience with the chatbot conversational, providing a virtual concierge for users that’s available 24/7.

What are the benefits of using a Chatbot?

Through our partnership with Ivy.ai, we are able to:

  • Provide 24×7 support to students and alumni
  • Reduce the volume of incoming calls and emails via a self-service channel  (Fact – The Clearinghouse receives over 200,000 support requests a year related to transcript ordering and fulfillment!)
  • Allow our support staff to spend more time on complex issues and be more responsive to our institutional clients 

How can students and alumni interact with the Chatbot?

Students and alumni can get help from the chatbot by visiting the Transcripts Help page on My Student Center shown below.

 

While the chatbot continues to learn and improve its responses each and every day, since its launch in March, the chatbot has processed an average of 10,000 conversations per month, with more than 14,000 conversations occurring after hours when our staff is not available. We continue to work closely with Ivy.ai to refine and enhance the chatbot to meet our goals in order to best serve students and alumni.

We hope our chatbot will quickly provide students and alumni the answers needed, but our staff is available to assist requestors Monday through Friday via our contact form.

While the chatbot continues to learn and improve its responses each and every day, since its launch it has processed an average of 10,000 conversations per month, with over 14,000 conversations occurring after hours when our staff is not available.

 

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