AustraliaEducation2020 – ongoingQueensland University of Technology
Q chatbot for prospective-student enquiries
QUT reported a 33% average reduction in chat-support volume after introducing Q
Problem
Peak enquiry volumes stretched QUT's student-service team. Prospective students needed timely answers about study options during busy enrolment periods.
Approach
QUT built Q on an AWS stack and launched it in September 2020. Natural-language understanding helped the chatbot interpret enquiries. The university also used channel analytics to examine student engagement.
Results
Takeaway
QUT reported lower demand for staffed chat support and lower chat-interaction costs after deployment. The disclosed figures did not establish changes in enrolment outcomes.
Categories
- Industry
- Education
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
iTnews described QUT's AWS-based chatbot and its September 2020 launch. It reported an average 33% reduction in chat-support volume and said chat-interaction costs had halved.
Full details are in the original sources.
