University of Leoben
The University of Leoben is taking the pressure off its support center with a multi-level integrated chatbot.the bot answers recurring inquiries about the educational program automatically and around the clock.This reduces the volume of inquiries via various channels.
Who is
Montanuniversität Leoben?
Montanuniversität Leoben?
Montanuniversität Leoben is Austria's leading university for raw materials, energy and sustainability.
Business Challenge
- High number of support requests on recurring and simple topics
- Recurring questions put a strain on the support team, especially at peak times.
- Similar requests come in via multiple communication channels.
Solution
- Phase 1: Implementation of a chatbot in the internal Study Support Center.
- Phase 2: Expansion to the public website for automated information.
- The bot accesses structured knowledge about the range of courses on offer and answers specific queries.
- Inquiries outside the defined scope are not answered.
Services
- Technical implementation of the chatbot in several phases.
- Knowledge preparation and integration for targeted responses.
- Configuration of abuse protection mechanisms.
Technology
- AI-based assistance technology with CANCOM Assistant
- - NLP for the recognition of study-related questions.
- - Interfaces to the website and internal services.
Methods
- Phase-based introduction.
- Knowledge engineering for bot-supported answering.
- Implementation of access restrictions and abuse detection.
Value
- Significant reduction in the volume of inquiries in the support center.
- Improved availability of information around the clock.
- Relief for employees during peak times.