Case Study: Public Research University automates FAQs and resolves 5,500 monthly queries with [24]7.ai Answers

145-Year-Old University Automates Its FAQ Process with [24]7 Answers

A 145-year-old public research university’s registrar office manages records for 30,000 students across 100 programs and faced constant pressure from walk-ins, phone calls and a backlog of emails—one staff member was dedicated to answering repetitive queries. The office needed an accurate, easy-to-manage online search tool to help students self-serve for common questions.

In 2008 the registrar implemented [24]7 Answers, an NLU-powered FAQ/search engine, and built a database of 300+ questions, later upgrading to [24]7.ai Engagement Cloud. The tool now handles an average of 5,500 queries a month (3,500–6,500), dramatically reducing calls and emails, simplifying updates for staff, and leaving only one-off questions to be handled manually.