Case Study: Indiana University achieves higher satisfaction and easier IT self-service with Ivy.ai chatbot

Indiana University - Customer Case Study

Indiana University's IT Services (UITS) faced the challenge of providing high-quality, cost-effective self-service IT support to its large student body. The department sought a way to reduce the high turnover and retraining costs associated with entry-level support staff who frequently searched the knowledge base, while simultaneously improving the user experience. To address this, UITS partnered with the vendor Ivy.ai to implement its chatbot technology.

The solution involved deploying an Ivy.ai chatbot on top of the university's existing, robust knowledge base. A study comparing the new chatbot against the traditional search tool found that the Ivy.ai implementation led to significantly higher user satisfaction, a greater likelihood of use, and a lower perceived difficulty in finding answers. These positive results demonstrate how Ivy.ai's conversational interface successfully improved the self-service experience, meeting the university's goals for both operational efficiency and enhanced user support.

Indiana University