Company Description:
This educational group has nine brands serving higher education students around the world. Its largest brand serves 100,000 students looking to advance their careers and achieve their goals.
Challenge:
With a high volume of students with different backgrounds, goals, and tech knowledge, the client struggled to keep up with questions. From billing questions to course requirements, this educational leader needed to create a better student experience to deliver the answers quickly.
Strategy:
Stefanini’s AI platform, Sophie, was the perfect tool to provide multiple levels of student support. We integrated her with the customer’s ServiceNow portal to handle incidents and requests. She was also integrated with the academic system, Banner, to automate those processes. Sophie now provides automated support for troubleshooting, FAQs, and how-tos.
Transformation:
The project went live in early 2019 with strong initial feedback. Over the next three years, we expect a 38% reduction in service call volumes. We are also working on expanding Sophie to support other areas of the schools, including faculty and staff member services.
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Learn moreRelated Services and Products
In the midst of the current IT era, the face of education is rapidly changing.Learn how our offer addresses the education market's specific needs.
Get the most out of your ServiceNow investment with a portfolio of full lifecycle managed administration and consulting services. Learn more here.
Automate and present knowledge with the world’s premier omni-chanel virtual assistant , Sophie. Learn more about AI for business here.
Stefanini delivers cost savings and efficiencies for an unparalleled IT experience. Learn more about our service desk support and trained staff here.
Transform your cloud infrastructure with cloud consulting that covers everything from cloud migration to piloting new software. Learn more here.
Stefanini Dive is a groundbreaking transformation workshop designed to bring fast, collaborate innovation to your enterprise in only five days. Learn more.
