Teclab automatically resolves 98% of its customer inquiries with Aivo

Teclab, Higher Technical Institute, decided to make a difference and bet on innovation with artificial intelligence in the world of education. Learn how they managed to adapt technology to students, delivering an incredible customer service experience in the process.

Certainly, education has undergone many changes in the last decades. Once strict syllabi are now disassembling due to the constant need for flexibility, adaptation, and personalization. The past and the present coexist, collide, and shape new paradigms for the future. If education is the future, we must talk about those who have the will to innovate and transform it.

Teclab is the first Higher Technical Institute in Argentina offering officially-recognized, 2-year degrees 100% online, with an intermediate certificate, allowing students to adjust their study hours. The premise? Innovation, both inside and outside the classroom; providing an education that is not static, but rather permanently adapts and evolves according to the requirements of society. Challenging individual learning logic and addressing multiple processes, prioritizing students, responding to their needs and personalities.

The hardest test

To achieve this, however, Teclab’s team understood there was a complex problem to overcome: the gap between what the current education system offers and what is needed in the professional world. Additionally, big class loads and high demands for attention and information make day-to-day processes for the Institute more difficult. How do they undertake this challenge? How do they offer innovative service while improving the student experience and integral communication?

The perfect assistant

Teclab decided to join forces with AgentBot, Aivo’s conversational bot, to start the innovative communication adventure and offer an omnichannel experience to their students and community. In other words, going one step further and providing a better communication experience through all the channels of Teclab’s community.

This is how Albert, the chatbot, was created on the website, particularly in the Student Service area. Then, they added him to the General Service area. This way, they made the platform adapt to the students, and not vice versa, providing the answers needed 24 hours a day, 365 days a year. This allowed students to make immediate inquiries through their preferred channels and receive an effective answer.

In addition to allowing their students to adjust their study hours, Teclab also adapted its service, putting the human experience and problem-solving ability above all, thanks to Albert. Omnichannel solutions and immediate answers appear to be the key to improving user experience, thus contributing to overall success.

The perfect assistant

Teclab decided to join forces with AgentBot, Aivo’s conversational bot, to start the innovative communication adventure and offer an omnichannel experience to their students and community. In other words, going one step further and providing a better communication experience through all the channels of Teclab’s community.

This is how Albert, the chatbot, was created on the website, particularly in the Student Service area. Then, they added him to the General Service area. This way, they made the platform adapt to the students, and not vice versa, providing the answers needed 24 hours a day, 365 days a year. This allowed students to make immediate inquiries through their preferred channels and receive an effective answer.

In addition to allowing their students to adjust their study hours, Teclab also adapted its service, putting the human experience and problem-solving ability above all, thanks to Albert. Omnichannel solutions and immediate answers appear to be the key to improving user experience, thus contributing to overall success.

"Our students are always looking for quick and effective answers. With the analysis tools offered by Aivo, we learned to understand these needs and to give Albert the knowledge to make him an effective and immediate solution, getting him to successfully respond to 98% of interactions."

Facundo Montero | Student Experience Sr. Analyst

Outstanding qualifications

In 2019, 19,500 interactions have already been made. Today, the conversational bot manages to answer 98% of the questions it receives and solve 80% of them in a single instance, that is, without needing a second question. These numbers highlight one of the greatest advantages of Customer Service automation: immediate responses and problem-solving ability through a single channel.

Teclab also has another achievement to highlight. Although the company has a support team of human agents to resolve more complex inquiries, since May 2019 there haven’t been any instances where transfer to human agents was needed. This demonstrates how the Customer Service team constantly learns and improves with the bot’s metrics in order to provide increasingly more accurate and satisfactory answers.

And regarding satisfaction, Teclab’s team received another outstanding rating. The bot is receiving very good feedback from students, who give the satisfactory interactions a thumbs up. They rate bot answers with 79% effectiveness.

The bot is also achieving a great impact on the Institute’s Customer Service strategy it has already reduced cases that need to be transferred to agents by 40% compared to the previous year. That is to say, interactions with students are more and more personalized, resolving paperwork automatically and immediately.

"Thanks to our AgentBot, Albert, we are learning to transform and evaluate the interests of our students every day: how they think, how they write, and what they need, and we are transforming this into answer quality, improvements in satisfaction, and effective self-management."

Moisés Rivera | Head of Student Success

Learning every day

Loyal to a dynamic education, Teclab seeks to push the limits and continue growing. Therefore, plans for the future include reaching a 90% answer effectiveness, result of increasingly exhaustive evaluations together with Aivo. The team is also evaluating the possibility of adding new integrations and facing even greater challenges that allow them to continue making education the best path.

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