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LivePerson > 实例探究 > OUA 通过对话 AI 支持的高等教育聊天机器人提高 CSAT
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Pioneering Lead Generation with Conversational Messaging: A Case Study of Open Universities Australia

 Pioneering Lead Generation with Conversational Messaging: A Case Study of Open Universities Australia - IoT ONE Case Study
适用功能
  • 产品研发
  • 销售与市场营销
用例
  • 对话机器人
  • 时间敏感网络
挑战
  1. 提供全天候聊天机器人覆盖以瞄准国际受众并增加收入
  2. 希望增加准学生的切入点和渠道,以便更轻松地与教育聚合器互动
  3. 长期目标是增强自动化以匹配人工代理的价值
客户

澳大利亚开放大学 (OUA)

关于客户

Open Universities Australia是一家总部位于澳大利亚的在线高等教育机构。该组织以前被称为澳大利亚开放学习机构。主席是 Bruce S. Dowton 教授,首席执行官是 Stuart Elmslie。

解决方案

作为在线高等教育领域的领导者,OUA 拥有 13 家大学合作伙伴,为 350,000 名学生提供服务,并于 2016 年通过与 LivePerson 的合作开启了自动化之路。

为了解决他们的挑战,OUA 在过去两年中创建了自动化用例路线图。作为一项关键战略计划的一部分,OUA 与 LivePerson 合作,在 2017 年初推出了他们的第一个高等教育聊天机器人体验,旨在捕捉下班后的流量。这些发展成功地吸引了更广泛的潜在候选人,并增强了品牌平台的服务。

运营影响
  • The transition to conversational messaging and the use of AI chatbots resulted in significant operational improvements for Open Universities Australia. The chatbots were able to handle a large volume of simple interactions, freeing up time for student advisors to focus on more complex issues. The use of Facebook Messenger as a lead generation tool also improved the effectiveness of their marketing efforts, leading to better sales and user experience. Furthermore, the research conducted with LivePerson helped OUA understand which customer conversations should be handled by a live agent or a chatbot, and identified the best ways to serve customer relationships and needs in the future.
数量效益
  • 80% customer satisfaction (CSAT) score, up from 60% at launch
  • 250% ROI from lead gen bot in the first 6 weeks of deployment
  • 2.5k conversations handled by the initial bot in the first 2 days

相关案例.

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