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UBC Okanagan logo

Higher Education

British Columbia, Canada

Comm100 Live Chat, AI Chatbot, Queue Management, Booking

Comm100 customer
Since March 2023

Contact Sales

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 Omnichannel, launching Comm100 Live Chat, AI Chatbot, Queue Management, and Booking. This is now allowing them to triage requests to maximize self-service and minimize agent and advisor support.

Simple queries are automated by Comm100 Chatbot and then efficiently passed to a live agent when needed. If more expert help is required, the student can join a waiting line via Comm100 Queue to speak with an advisor, and then be offered the option to book a meeting through Comm100 Booking. This structured resolution journey increases the team’s bandwidth, in turn reducing wait time and improving student satisfaction

“We face a high student to advisor ratio, so triaging requests with Comm100 has allowed us 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. Comm100 has dramatically increased our capacity and so transformed the student experience.”

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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