A company that serves 7,500 educational institutions has created a platform. The platform is meant to teach skills in Networking, Programming, Cybersecurity and IoT. The platform provides faculty with a course layout and instructions to manage class logistics, while giving students a way to participate in the course. In the United States, over 7,500 institutions, 3,200 instructors and 135,000 students utilize the platform to date.
The popularity of the learning platform has grown tremendously in the last 5 years. Translating into an increase in support tickets to the Contact Center. To manage the increase in traffic the Networking Company has increased spending.
In an effort to better manage support tickets, reduce contact center spending and support a growing academy they looked to a Virtual Assistant to help students and instructors help themselves. The Virtual Assistant was designed with a persona, as well as, positioned as a first line of contact on the platform and website to encourage usage. The Virtual Assistant took 2 weeks to launch with the help of two engineers, a web master and one content specialist.
The Results
The Virtual Assistant went live in the first quarter of 2018 with an immediate 27% reduction in support tickets. As the year continues, each quarter has resulted in about a 46% reduction in Contact Center tickets. The reduction in tickets has resulted in a 70% ROI. The Virtual Assistant and persona associated with it have received an overwhelmingly positive review from students and faculty.
