Case Study: Temple University cuts call volume with Ivy.ai

Temple University - Customer Case Study

Temple University faced a challenge with overwhelming call and email volumes in its Bursar and Human Resources offices. General inquiries about payments, financial aid, and benefits were consuming staff time and preventing them from focusing on strategic work. To provide consistent, timely service, the university sought a proactive solution and turned to the AI technology from vendor Ivy.ai.

Ivy.ai implemented its solution with a straightforward process that did not burden the IT department. The result was an immediate and significant drop in call volume, decreasing by 50% in the Bursar's office and 20% for HR. Ivy.ai also enabled Temple to quickly deliver consistent messaging to 16,000 students regarding pandemic-related grants and provided data to create a useful FAQ page, allowing staff to refocus on their core responsibilities.

Temple University

Ken Kaiser

Vice President, CFO and Treasurer