Every summer, anxious students inundate the Financial Aid Office with questions, and the staff are spread thin. As the school year approaches and tuition bills come due, students want frequent status updates, especially when they'll receive their financial aid. It can be difficult for financial aid staff to provide individualized student attention, although that is often what students want and need. We've analyzed the 9 most popular topics asked to our financial aid chatbots to offer you insight into your students' most common questions. This way, you can anticipate your students' needs and, more importantly, explore solutions that will ease the burdens of summer rush.
An Inside Look into Chatbot Maintenance with Human Supervised Artificial Intelligence
When a student starts college, they are often faced with academic and social challenges. At times, they may feel stumped. Well, sometimes our chatbots get stumped, too. And just like any student, our bots are constantly learning! Here’s a preview of what we do behind the scenes at Ivy. To explain how it works, we use a university setting as a metaphor, where the bot is the student and our maintenance team are the professors!
Here's what to do when your bot gets stumped.
Here's a typical scenario: It's 8:00pm on Wednesday and a prospective student is working on their admissions application. They've searched your website high and low but can't figure out if they are eligible for a discounted application fee because of their veteran status. They see your chatbot and ask it the question. Unfortunately, your bot doesn't know this information yet and gets stumped. Gracefully handling this scenario is essential for inspiring confidence in your bot and attracting return users.
10 Funniest Questions From May 2019
Users often ask our Ivy chatbots some interesting questions. Sometimes we get a good laugh, and sometimes we learn something new. Here are 10 of our favorite questions from the past month, and our team’s creative responses.
Your Playbook to Stop Summer Melt For First Generation And At-Risk Students
Up to 40% of incoming freshman students, especially those from first-generation and low-income families, confirm intent to enroll in college but fail to attend1. This phenomenon, called “Summer Melt”, is a persistent problem in higher education. Luckily, text messaging campaigns have proven effective in engaging this vulnerable population and providing students with the support necessary to “stay in the game”.
Artificial intelligence (AI), including machine learning and virtual assistants, is permeating the world of business. McKinsey & Company reports that early adopters of these technologies are 3.5 times more likely to anticipate a growing profit margin, and Forbes states that by the year 2022, a majority of AI products will be used to complete repetitive, consumer facing tasks. This allows your current staff to focus on more complex and unique situations.
Introducing Ivy's New Query Suggestion Tool
Let's face it, sometimes our users don't ask questions in the way we expect them. Their questions often have typographical errors or even use different terminology. In these cases the bot, of course has a greater likelihood of failure ... but not anymore! Today, Ivy launched a new query suggestion tool to help solve this problem.
For the last two years the style of our web-based version of your chatbot has remained virtually unchanged. During the same period, the internet as a whole has trended towards a more minimalistic, clean style with fewer shadows and gradients and a whole lot less grey. Bold colors and clean lines are now in vogue and well, frankly, it was time for an Ivy facelift.
How well is my bot performing?
This is something all of our partners want to know, and there are a number of ways that this can be evaluated. At Ivy we are always working to be more transparent and to provide data that is accurate, relevant, meaningful, and actionable.