IrelandEducation2021 – ongoingUniversity of Galway
Cara AI assistant for student-support enquiries
University of Galway reported that Cara resolved 84% of student queries instantly in its 2023 award submission
Problem
The pandemic put pressure on student-support staff. Students needed more personalised help while information remained scattered across university systems.
Approach
The university worked with Galvia to develop Cara for the web and WhatsApp. The assistant began providing on-demand information in November 2021. Staff also used interaction data to identify students needing support.
Results
Takeaway
The university reported fewer manual tasks alongside faster responses. Its award submission did not explain how it calculated staff hours saved.
Categories
- Industry
- Education
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
The university's award submission reported Cara's deployment and operational results. It stated that 84% of queries were resolved instantly and manual tasks fell by 40%.
Full details are in the original sources.
