Case Study: The University of Alabama reduces call volume and breaks down silos with Ivy.ai

The University of Alabama - Customer Case Study

The University of Alabama faced a significant challenge with its Student Accounts Services office being overwhelmed by a high volume of calls and emails, which at one point crashed the phone system. The university partnered with Ivy.ai to implement an AI chatbot to address this issue, reduce the burden on staff, and break down communication silos between different departments on campus.

Ivy.ai's solution utilized a web crawler to automatically learn the content on the university's site, simplifying installation. The AI chatbot provided 24/7 support to answer routine questions, which resulted in 1,000 fewer calls in one month and a reduction in extended staff hours. Ivy.ai also includes a Live Chat feature that allows staff to seamlessly handle more complex inquiries, freeing them to provide better service and creating a more unified experience for students and parents.

The University of Alabama

Kristy Pritchett

Director of Student Account Services