Case Study: SUNY Empire State College empowers students and reduces call volume with Ocelot AI engagement platform

SUNY Empire State College cuts financial aid call volume 8% with Ocelot

The customer, SUNY Empire State College, faced challenges in providing centralized student services due to its geographically decentralized campuses and non-traditional student body. Their 1Stop Student Services call center was overwhelmed, particularly with repetitive financial aid questions, and existing communication channels were ineffective. To empower students to help themselves, the college implemented Ocelot's AI-powered chatbot.

Ocelot's solution involved integrating its Chatbot technology, named "Blue," with knowledge-based articles and videos to create a multi-format, self-service resource for students. This allowed for 24/7 support and provided constantly updated information on complex topics like financial aid. As a result, Ocelot helped SUNY Empire achieve a 27% reduction in call volume to the 1Stop center and an 8% decrease in financial aid-specific calls. The school also saw its lowest-ever cancellation for non-payment rate of just 3%.

SUNY Empire State College