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UBC Okanagan logo

Industry
Higher Education

Headquarters
British Columbia, Canada

Solutions
Comm100 Live Chat, AI Chatbot, Queue Management, Booking

Comm100 customer
Since March 2023

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The Numbers

4 – Departments
99.69% – Chats fielded by bot
4.24 / 5 – Live chat CSAT

The Background

UBC Okanagan (UBCO) is a campus of the University of British Columbia, located in Kelowna, British Columbia, Canada. Its relationship with Comm100 began when the university’s IT team was persistently approached by several departments looking to adopt live chat and chatbot to improve their support quality and efficiency.

After thorough vendor analysis, UBCO chose to partner with Comm100, launching the platform across four departments – IT Support, Student Services, Academic Career Development, and Student Records & Financial Services.

Academic Career Development adopted Comm100 Live Chat. This has improved student satisfaction by providing faster and more accessible support. The department also adopted Comm100 Booking and Comm100 Queue Management to better triage support requests. Comm100 Queue has transformed the queueing process, improving the student experience, cutting wait times, and increasing team capacity.

“With our limited staff, it’s great that we can now triage our requests with Comm100 to serve more students, more quickly. We automate the simple queries off the top with a bot, then pass more complicated questions to a live chat. If the query still isn’t resolved, then the student can book a meeting to speak with an advisor. Despite our high student to advisor ratio, Comm100 has transformed the student experience and significantly increased our capacity.”

Terina Mailer, Manager, Academic & Career Advising, UBC Okanagan

IT Support, Student Services, and Student Records & Financial Services have all adopted Comm100 AI Chatbot to automate routine requests. This is freeing up agent time, increasing support capacity, and improving response times.

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