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Case Study

5 day chatbot implementation. 90 working days a year saved

Lamar University first launched Chirp Bot on February 13, 2020, shortly before campuses were closed for the remainder of the semester. Lamar University needed to figure out new ways to keep in touch and share accurate information with students scattered across the country. This is where Chirp Bot stepped up.

5 day chatbot implementation. 90 working days a year saved
85.6%
student conversations were handled by Chirp bot
632
hours were saved by implementing Chirp bot
13,410
conversations were handled by the chatbot
52%
of conversations happened out of hours

Project Objectives

Lamar was looking for a way to handle the frequently asked questions on the admissions website, whilst maintaining control and accuracy of the information they were sharing with students. Their priority was to be constantly available and super-responsive for students. It was also important to win back valuable time for staff so they could focus on the more valuable aspects of their role, such as applications or critical one-to-one meetings with students who really need it

Challenges

Home to more than 15,000 students, Lamar University is among the fastest-growing universities in Texas. One of the challenges that accompany such rapid growth is handling the huge amount of student communications. At Lamar, the admissions team and Welcome Center were being inundated with emails, phone calls, and physical visits with the same repetitive questions.

Gecko
The bot has saved us a lot of time and is available around the clock to answer common questions. Encountering the same questions over and over can wear on the team and ties them to the phones when they could be doing more valuable things. Allowing the bot to parrot the answers to those common questions has boosted team morale
Gecko
Tracie Craig
Director, Lamar University
Solution
Lamar was looking for a solution that didn’t rely on the reliability of the content on their website. Lamar needed a flexible and intelligent solution that didn’t simply strip content from their website. Dates, times, location, and course catalogs are always changing, so having control over the information they were directly sharing with students is key. Chirp was created and implemented in a week to save Lamar’s staff from hours of tedious repetitive calls and manual processes. 
Gecko
It was our saving grace during the pandemic. We were able to make everybody accessible through chat immediately when they normally would have had to pick up the phone. Also, the customer service element with Gecko was huge for me. The continued support has proven to be everything promised
Gecko
Tracie Craig
Director, Lamar University