Case Study: Major Public College automates 49% of advising meetings to serve more students with Comm100

Major US College Automates 49% of Potential Advising Meetings to Serve More Students with Comm100

Major US College, a major public U.S. college serving over 43,000 students, faced a high student-to-advisor ratio, long wait times, and an unsustainable volume of time-consuming in-person and virtual meetings. To address this, the college evaluated and adopted Comm100’s Live Chat and Custom Answers Chatbot beginning in 2020 to provide faster, more scalable advising and counseling support.

Comm100 implemented live chat and a 24/7 chatbot that greets students, resolves common queries, schedules appointments, and hands off complex cases to agents with full chat context. As a result, meeting bookings dropped 49% (from 8,735 to 4,459), live chat achieved a 4.26 CSAT and 89% of students agreed the chat helped with their concern, and the team increased support capacity while reducing agent workload—outcomes the college now plans to expand further with Comm100.