Congratulations to the Queensland University of Technology (QUT) HiQ team on the go-live of the HiQ Digital Assistant to support student enquiries through the Student Admission process.
HiQ is responsible for student services, support and general enquiries via phone, face to face chat and email. One of the busiest periods is January, before the University year officially begins. Looking to improve the student experience and responsiveness to the influx of enquiries for this year, the project team, led by Angela Kenna, Service Delivery Coordinator, HiQ, researched several technology-based solutions.
Angela said “the focus for HiQ is putting the students at the centre of everything we do. We want to provide faster, more responsive service for our students and my focus has really been on how we can best use technology to enable responsive self-service for students, in their channel of choice”.
With chat acknowledged as the fastest-growing channel for students, the team engaged Rubicon Red to help implement an AI-based chatbot pilot to address admission related enquiries from prospective students. The new chatbot, named “Q”, has enabled HiQ to automate many responses to student admission-related enquiries allowing them to easily scale to meet the anticipated demand during the peak period, early in the new year. Read the complete article here.
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