Siglo 21

Siglo 21 University raises the bar on student support using AgentBot

The academic world is not exempt from the great benefits of using Artificial Intelligence. This is the case of Siglo 21 University, where their bot went from giving support on administrative and management procedures, to providing fundamental academic information for all students.

Ever since their foundation in 1995, innovation has been a cornerstone of Siglo 21 University. From the beginning, they were committed to new technologies and this has given them the chance to become region leaders. Today, the establishment offers a complete range of educational products, such as undergraduate, graduate and postgraduate careers, and international certification programs.

With more than 52.000 students, presence in the all of the 23 provinces of Argentina and more than 300 University Learning Centers, the institution receives hundreds of student’s requests every day.

Mostly made up of millennials, the university’s public is permanently online and connected. So today, the priority in matter of student support has to do with giving them tools that adapt to their lifestyles, work and schedules.

Goals

The virtual assistant needed to allow:

  • Self-service support
  • Omnichannel experiences
  • Personalized answers

Another goal was that the tool, originally designed for support, could later on be adapted for academic purposes. “What answers could a bot give regarding the disciplines they are studying?”, Mariano Gilardi, Virtual Teacher Center Coordinator, had asked himself when considering implementing a virtual assistant.

“We decided to incorporate artificial intelligence because the university educates through technologies. It means that adding this tool enhances the student’s experience.”

Paula Alberione
Head of Customer Service

How it works

There is a team dedicated to carry out daily evaluations on students’ requests, the bot’s voice and tone, and the students’ satisfaction regarding the answers.

Besides, the bot learns as it interacts with the user. This evolutionary learning allows students to have immediate answers without resorting to a person.

How it works

There is a team dedicated to carry out daily evaluations on students’ requests, the bot’s voice and tone, and the students’ satisfaction regarding the answers.

Besides, the bot learns as it interacts with the user. This evolutionary learning allows students to have immediate answers without resorting to a person.

And see how they did it

Experience & Results

The main topics AgentBot takes care of are:

  • Information about subjects
  • Questions about registration
  • Consults about a subjects’ courses
  • Information about exams
  • Scholarships and benefits
  • Payment processing
  • Help with accessing and using platforms
  • Contact information

In one hand, this resulted in a great benefit for students because they rely on self-management to solve their issues online and in the moment. On the other hand, the virtual assistant helps the institution meet their support goals through omnichannel services.

“AgentBot allowed us to overcome a great challenge: to be able to give so many students personalized support. It is assertive; it gives the right answer to the right person, 24 hours a day, 365 days a year.”

León Molina
Head of Marketing

+170k

Conversations

96%

Retention

0:46′

Average support time

Experience & Results

The main topics AgentBot takes care of are:

  • Information about subjects
  • Questions about registration
  • Consults about a subjects’ courses
  • Information about exams
  • Scholarships and benefits
  • Payment processing
  • Help with accessing and using platforms
  • Contact information

In one hand, this resulted in a great benefit for students because they rely on self-management to solve their issues online and in the moment. On the other hand, the virtual assistant helps the institution meet their support goals through omnichannel services.

“AgentBot allowed us to overcome a great challenge: to be able to give so many students personalized support. It is assertive; it gives the right answer to the right person, 24 hours a day, 365 days a year.”

León Molina
Head of Marketing

+170k

Conversations

96%

Retention

0:46′

Average support time

And see how they did it

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