Case Study: Liverpool John Moores University resolves 70% of queries at first contact with Halo

Liverpool John Moores University resolves 70% of queries at first contact with Halo

Liverpool John Moares University, a large UK-based university, faced challenges with its decentralized support system. Students struggled to identify the correct department for their queries, and support was limited to office hours, causing delays. This setup also meant skilled staff were spending significant time on routine questions instead of complex issues. The university turned to the vendor Halo to address these problems.

By implementing Halo's platform, the university built a custom AI assistant named LJ to act as a single point of contact. This solution from Halo handles queries 24/7, resolving a high volume of routine questions instantly. The results were significant: LJ resolves approximately 70% of queries at first contact and has handled around 16,000 chats, extending support without adding headcount and freeing staff for more specialized work.

Liverpool John Moores University