Case Study: Public University in California achieves 91% online query resolution and 6,000 self-resolved queries/month with [24]7.ai Answers

University Students Self-Help with [24]7 Answers

A public university in California with more than 26,000 undergraduate and graduate students faced the challenge of getting fast, accurate answers to a wide range of registrar questions—about enrollment, schedules, majors and records—without overwhelming staff. Students prefer searching online, but the large, content-rich website made finding timely answers difficult and seasonal FAQ variations meant repetitive phone calls and emails.

The registrar implemented [24]7.ai’s Engagement Cloud with [24]7 Answers, an NLU-powered search and FAQ system available on every web page that maps varied student queries to the right intent. The solution is lightweight to maintain (about an hour a week), resolves 91% of online queries, and handles roughly 6,000 self‑resolved queries per month, significantly reducing phone and email volume and easing staff workload.