OUA increases CSAT with LivePerson’s Conversational AI
Company Size
1,000+
Country
- Australia
Product
- LivePerson’s Conversational AI
Tech Stack
- Artificial Intelligence
- Chatbots
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Revenue Growth
Technology Category
- Analytics & Modeling - Natural Language Processing (NLP)
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Education
Applicable Functions
- Sales & Marketing
Use Cases
- Chatbots
Services
- Software Design & Engineering Services
About The Customer
Open Universities Australia (OUA) is a leader in the online higher education space with 13 university partners, serving 350,000 students. They started their path to automation through a partnership with LivePerson in 2016. OUA's goal was to enhance the service of the brand’s platform by engaging with a broader scope of prospective candidates. They aimed to provide additional support and meet customers where they are, thus improving the customer experience and growing sales.
The Challenge
Open Universities Australia (OUA) was facing challenges in providing around-the-clock coverage to its international audience to increase revenue. They wanted to increase entry points and channels for prospective students to more easily engage with the education aggregator. Their long-term goal was to enhance automation to match the value of human agents. To solve these challenges, OUA created a roadmap of automation use cases over the past two years.
The Solution
OUA partnered with LivePerson to scale automation across channels. They launched their first bot experience in early 2017, designed to capture after-hours traffic. Since then, OUA scaled automation to include eight unique bot use cases across a variety of channels including Facebook Messenger, SMS, and web messaging. Each of these has been designed to enhance existing services provided by the organization’s human agents, or “student advisors.” OUA has expanded to eight total channels via the LiveEngage platform. They have also automated internal processes, using AI tied into their Salesforce system to generate leads.
Operational Impact
Quantitative Benefit
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