Case Study: Oklahoma State University (OSU-OKC) achieves faster, more accurate student support with Amazon Lex

Building an omnichannel Q&A chatbot with Amazon Connect, Amazon Lex, Amazon Kendra, and the open-source QnABot project

Oklahoma State University (OSU‑OKC) faced rising volumes of student questions and a lack of visibility into student sentiment, needing consistent, accurate answers across phone, web, and chat channels. To address this, the university turned to Amazon Lex–backed QnABot (deployed with AWS Professional Services) to build an omnichannel conversational solution that could anticipate student needs and reduce repetitive inquiries.

Using QnABot with Amazon Lex, integrated into Amazon Connect and enhanced by Amazon Kendra for intelligent search, OSU‑OKC launched a web and contact‑center bot that automated FAQ handling, cut hold times, and freed agents for higher‑value work. The deployment doubled average conversations on the website, supported over 34,000 conversations, and saved 833 staff hours while maintaining consistent, accurate service — demonstrating Amazon Lex’s effectiveness in scaling student support.

Oklahoma State University

Michael Widell

VP of Operations