OUA increases CSAT with LivePerson’s Conversational AI
公司规模
Large Corporate
国家
- Australia
产品
- LivePerson’s Conversational AI
技术栈
- Artificial Intelligence
- Chatbots
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Revenue Growth
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 教育
适用功能
- 销售与市场营销
用例
- 对话机器人
服务
- 软件设计与工程服务
关于客户
Open Universities Australia (OUA) is a leader in the online higher education space with 13 university partners, serving 350,000 students. They started their path to automation through a partnership with LivePerson in 2016. OUA's goal was to enhance the service of the brand’s platform by engaging with a broader scope of prospective candidates. They aimed to provide additional support and meet customers where they are, thus improving the customer experience and growing sales.
挑战
Open Universities Australia (OUA) was facing challenges in providing around-the-clock coverage to its international audience to increase revenue. They wanted to increase entry points and channels for prospective students to more easily engage with the education aggregator. Their long-term goal was to enhance automation to match the value of human agents. To solve these challenges, OUA created a roadmap of automation use cases over the past two years.
解决方案
OUA partnered with LivePerson to scale automation across channels. They launched their first bot experience in early 2017, designed to capture after-hours traffic. Since then, OUA scaled automation to include eight unique bot use cases across a variety of channels including Facebook Messenger, SMS, and web messaging. Each of these has been designed to enhance existing services provided by the organization’s human agents, or “student advisors.” OUA has expanded to eight total channels via the LiveEngage platform. They have also automated internal processes, using AI tied into their Salesforce system to generate leads.
运营影响
数量效益
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