LivePerson > Case Studies > OUA Increases CSAT with Higher Education Chatbots Powered by Conversational AI

OUA Increases CSAT with Higher Education Chatbots Powered by Conversational AI

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 OUA Increases CSAT with Higher Education Chatbots Powered by Conversational AI - IoT ONE Case Study
Technology Category
  • Automation & Control - Human Machine Interface (HMI)
Applicable Industries
  • Education
Applicable Functions
  • Sales & Marketing
Use Cases
  • Chatbots
  • System Integration
The Challenge
  1. Provide around-the-clock chatbot coverage to target international audiences and increase revenue
  2. Desire to increase entry points and channels for prospective students to more easily engage with the education aggregator
  3. The long-term goal is to enhance automation to match the value of human agents
The Customer

Open Universities Australia (OUA) 

About The Customer

Open Universities Australia is an online higher education organization based in Australia. The organization was previously known as the Open Learning Agency of Australia. The chairman is Professor Bruce S. Dowton and the chief executive officer is Stuart Elmslie.

The Solution

A leader in the online higher education space with 13 university partners, serving 350,000 students, OUA started its path to automation through a partnership with LivePerson in 2016.

To solve their challenges, OUA created a roadmap of automation use cases over the past two years. As part of a key strategic initiative, OUA partnered with LivePerson to launch their first higher education chatbot experience in early 2017, designed to capture after-hours traffic. These developments were successful in engaging with a broader scope of prospective candidates, as well as to enhance the service of the brand’s platform.

Operational Impact
  • [Efficiency Improvement - Productivity]

    Beyond external-facing automation, they have engaged with LivePerson technology to automate internal processes, using AI tied into their Salesforce system to generate leads.

Quantitative Benefit
  • 8 live channels

  • 80%+ CSAT up from 60%

  • 250% ROI within first 6 weeks of messaging

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