Teclab's Transformation: Enhancing Student Experience with AI

• Analytics & Modeling - Machine Learning
• Networks & Connectivity - 5G

• Education
• Equipment & Machinery

• Sales & Marketing

• Onsite Human Safety Management

Teclab, a Higher Technical Institute in Argentina, was facing a significant challenge in bridging the gap between the current education system and the professional world's needs. The institute, known for its innovative approach to education, was struggling to provide a 360°, innovative customer service while improving the student experience and communication. The traditional structures of education were proving to be inflexible and unable to adapt to the changing needs of students and society. The institute was looking for a solution that could offer immediate responses to student inquiries, adapt to their preferred communication channels, and evolve according to societal requirements.

Teclab is the first Higher Technical Institute in Argentina that offers official short courses of 2 years, with an intermediate certificate and 100% online. This allows students to adapt their study times according to their convenience. Teclab's primary goal is to provide an education that is not static but one that adapts and evolves permanently according to the requirements of society. The institute is known for its innovative approach, both inside and outside the classroom, always putting students first and responding to their needs.

To overcome this challenge, Teclab implemented AgentBot, an artificial intelligence solution by Aivo. This AI-powered solution led to the creation of Albert, a virtual assistant for the Customer Service area. Albert was designed to provide immediate responses to student inquiries through their preferred channels, thereby enhancing the overall student experience. The AI-powered assistant was not just a tool for answering queries but also a platform that adapted to the users, rather than the other way around. The implementation of AI in customer service allowed Teclab to offer an omnichannel experience to their students and community, thereby going a step further in improving communication and student experience.

• The implementation of AI in Teclab's customer service has led to significant improvements in the student experience. The AI-powered assistant, Albert, has been successful in providing immediate responses to student inquiries, thereby enhancing the overall communication experience. The bot's ability to adapt to the users' preferred channels has made the platform more user-friendly and efficient. The AI solution has also helped the Customer Service team learn and improve with the bot’s metrics, leading to increasingly more accurate and satisfactory answers. The positive feedback from students and the high effectiveness rating of the bot's answers highlight the qualitative benefits of this AI implementation.

• In 2019, 19,500 interactions were made through the AI-powered assistant.

• The conversational bot manages to answer 98% of the questions it receives.

• The bot solves 80% of the inquiries in a single instance, without needing a second question.