Case Study: Franklin University achieves 24/7 admissions support with Olark

Franklin University uses Olark’s CoPilot and Slate integration to answer admissions questions 24/7

Franklin University, an online institution with a global student population, needed a way to answer admissions and student questions quickly across time zones and after business hours. The university turned to Olark, using Olark’s CoPilot chatbot and live chat tools alongside its Slate integration to support applicants, shoppers, and continuing students.

Olark implemented 24/7 CoPilot on admissions pages, set up guided question flows for common topics like tuition, schedules, financial aid, and program offerings, and automatically sent chat transcripts into Slate for a complete student record. The results were strong: CoPilot handled conversations on its own about 72% of the time, saved 93 hours of live agent time in the first year, and helped drive applications, registrations, and enrollments while freeing advisors to focus on more complex conversations.

Franklin University

Mike Uniacke

Associate Director of Admissions Systems and Operations