Case Study: Major UK University saves 0.76 FTE and resolves 1,000 daily queries with Comm100 Live Chat & Chatbot

Major UK University Saves 0.76 Full-time Agent Cost with Comm100 Live Chat & Chatbot

Major UK University, one of the largest universities in the U.K. by student population, was struggling with slow, phone- and email-led support that hurt student satisfaction and key KPIs. In 2018 the university’s Student Services partnered with Comm100 and adopted Comm100 Live Chat and the Comm100 Custom Answers Chatbot to provide faster, more accessible digital support and align with a cloud-first strategy.

Comm100 rolled out Live Chat across 11 departments (with 20–30 agents per shift) and deployed AI chatbots to automate form requests and handle peak-season queries; the bot managed over 1,000 queries a day at peak and saved the university the equivalent of 0.76 full‑time staff in a month. The Comm100 solution improved accessibility for students with disabilities, reduced routine contacts requiring human intervention, and let staff focus on complex, sensitive cases while delivering clear efficiency gains.