Case Study: Erasmus University Rotterdam achieves 90% chatbot user satisfaction with Spotler Engage

How chatbot Desiderius earns high user-satisfaction among Erasmus University Rotterdam students

Erasmus University Rotterdam faced a significant volume of inquiries, particularly on the complex subject of tuition fees for international students, which placed a strain on its service center. To address this and to gain experience with automation, the university partnered with vendor Spotler to implement a chatbot named Desiderius.

Using Spotler's solution, the university launched a chatbot that provides automated, 24/7 assistance to students. The implementation was highly successful, with 90% user satisfaction, far exceeding the target KPI of 60%. The bot achieved an 80% conversation completion rate and was used by nearly 1,000 students in its first 11 weeks, demonstrating its effectiveness in handling inquiries and improving service delivery for Spotler's customer.

Erasmus University Rotterdam

Christa van der Kruk

Marketing & Communication Advisor