SACRAO - Live chat service

Parents/family and students (prospective, applicant, current student)

IvyAI

Live chat restricted to specific times, when closed AI responds

Analytics to show topics that stump the AI

10-5 each business day 10-1:30 and 1:30-5

Chat transcripts provide opportunity for enhanced training for other agents or training in general. Can also use Grammarly to make spelling/grammar corrections.

Integration of chat into the larger communication and customer service toolbox. Move conversations to email for security/document exchange. Phone callbacks.

Need the capacity to transfer chats/convos when they need to be referred.

Gives alerts if an agent is not available during our hours

Customers are not authenticated, so training required to talk around privacy considerations. Offer to respond by secure email (open an incident). Keep it brief.

Directors manage training and shift management

Chat feedback/reviews trend very positive

Chat helps website consumers ask about instructions they don’t understand

Canned responses support consistency, monitor regularly for timely information

queueing for multiple customers at a time? When an agent has multiple customers in the queue, are customers given an idea of their place in line? Yes Do other depts (faculty staff) jump into live chat? No How customizable are IvyAI responses (can it include links?)? Can multiple agents work the same shift? Yes

Bot can still respond even when chat is available? Yes

Difference in reviews between chat and bot? not as concerned about this

Has not decreased phone volume or email volume

Email must be juggled with counter visits and phones

Chat requestor frustration with advisor availability during peak periods

Consider separate chats for VA, graduation, transfer credit, international students

Not sure how 2 way texting will behave with live chat

Chat is not predictable like phone traffic

Can juggle conversations or work one at a time