Comm100
51 Case Studies
Case Study: San Jose State University achieves 55% chat automation across 8 departments with Comm100 Live Chat & AI Chatbot
A Comm100 Case Study
San Jose State University Automates 55% of Chats in 8 Departments with Comm100 AI Chatbot & Live Chat
San Jose State University, a public university in San Jose with over 30,000 students, faced rising digital expectations for fast, convenient student support that phone and email alone couldn’t meet. To modernize service delivery, SJSU selected Comm100 and implemented Comm100 Live Chat & AI Chatbot (initially launched in the Registrar’s Office in 2014) to provide immediate, personalized 1:1 support across departments.
Comm100 rolled out Live Chat and AI Chatbot across multiple units (8 departments using Live Chat/Chatbot combinations and 18 departments using the AI Chatbot), supported by tailored onboarding and training, enabling automated handling of 55% of chats, a 4.3 average CSAT, and over 4,000 live chats per month. Comm100’s platform improved response speed and routing between departments, reduced support backlogs, and helped Admissions and Academic Advising boost enrollment engagement and retention.
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