Case Study: UBC Okanagan Library reduces student wait time by 30% with Comm100

UBC Okanagan Library reduces student wait time by 30% with Comm100

The UBC Okanagan Library, a campus of the University of British Columbia, faced a challenge with high student-to-advisor ratios and sought to improve support quality and efficiency. Several departments were looking to adopt live chat and chatbot solutions to address this, leading them to partner with vendor Comm100 and implement its omnichannel platform.

Comm100 provided a solution using its Live Chat, AI Agent, Queue Management, and Booking tools to triage student requests. This allowed the university to automate simple queries and efficiently route more complex issues to live agents or advisors. The implementation resulted in a 30% reduction in student wait time, a 99.69% chat automation rate, and a high live chat customer satisfaction score of 4.24 out of 5, dramatically increasing support capacity across four departments.

UBC Okanagan Library