Comm100
51 Case Studies
Case Study: McMaster University achieves 24/7 support and increased IT support capacity with Comm100 Live Chat & AI Chatbot
A Comm100 Case Study
McMaster University Boosts IT Support Capacity & Student Satisfaction with Comm100 Live Chat & AI Chatbot
McMaster University, a large public research university in Hamilton, Ontario, needed faster, more accessible IT support for students, faculty and staff—a need made urgent by the COVID-19 pandemic. To modernize service delivery, McMaster UTS selected Comm100 and implemented Comm100 Live Chat with the Custom Answers AI chatbot.
Comm100 deployed sitewide live chat, an AI Custom Answers bot and cross-department routing (including Super Agent), giving users instant answers and seamless transfers. The bot handled 39% of chats in 2023, McMaster achieved a 4.82/5 live chat CSAT, lowered support volume across channels, increased first-contact resolution, expanded support capacity, and enabled 24/7 assistance without adding staff.
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McMaster University
Sue McKinlay
Senior Manager, Client Services