- Product Research & Development
- Sales & Marketing
- Time Sensitive Networking
In 2019, Open Universities Australia decided to switch from live chat to conversational messaging to improve service to their 25,000 students. The contact centre required all students to create a new password, which would have been a challenge in a non-AI world.
Open Universities Australia (OUA)
About The Customer
Open Universities Australia is an online higher education provider with 25,000 students. They wanted to improve service and lead generation for their students.
Open Universities Australia took an iterative approach, prototyping, testing, learning, and iterating around automated messaging solutions before launching at scale. They used AI chatbots initially to help students create a password on the new website, saving student advisors time. They also used conversational messaging chatbots on Facebook Messenger as a lead generation tool, qualifying leads and seamlessly delivering prospects to live student advisors.
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