Case Study: Carleton University achieves reduced phone and email volume with Comm100 Live Chat

Carleton University Reduces Phone & Email Volume with Comm100 Live Chat

Carleton University’s Career Services was seeing rising student preference for chat but their legacy chat platform was outdated, lacked automation, and constrained agent efficiency. After a security and feature review, Carleton University selected Comm100 and its Comm100 Live Chat solution (including Comm100 Task Bot) for its security, value, and integrated automation.

Comm100 deployed Comm100 Live Chat and Task Bot (launched November 2023), automating common queries, enabling 24/7 support, and routing remaining requests to agents; as a result phone and email volumes have sharply dropped while live chat volumes and agent capacity have increased, prompting broader adoption across the university and strong positive feedback for Comm100.

Carleton University

Darren Mundt

Manager of IT Operations, Co-op and Career Services