Technology enhances, advances, and improves students’ experience in many ways, working to improve the experience before, during, and after a student interacts with a campus office.

Some service-enhancing technologies seem obvious, such as chatbots, where we can readily experience the advanced technology and interact with it during a service encounter. Other technologies are not as obvious or as advanced, but still contribute to providing quality service, such as ticketing software.

Today’s contact centers use a variety of technologies to improve the experience of students seeking service.

Real-time integration with information systems

A foundation for good service is the sharing of information via technology, so that contact center agents and institutions are working with the same facts. Real-time integration constantly works in the background to ensure connected systems access the same up-to-date and accurate information about students and their accounts.

Agent knowledge base

Another important sharing of information via technology is the database of knowledge of institutional policies, due dates, and other important details regarding students and their accounts. Agents can securely store and quickly access up-to-date institution-specific information on rules, deadlines, and other key information to ensure accurate information is provided.

Self-service portals and info sources for students

With well-kept student websites, FAQs, and portals, students can often find the information they need before reaching out to an office for assistance. This can reduce the number of calls from students, and improve the calls that are made because students are informed and prepared before speaking with an agent.

User Authentication

When students contact a service center, verification technology identifies individuals by quickly matching their contact information with accounts. Time is a contributing factor to good service experiences, and this speeds up the process of getting the right help to students.

Interactive Voice Response (IVR)

Routing calls to the right place can lead to difficulties for higher ed staff and frustration for students. Interactive Voice Response (IVR) technology can be customized to offer important information and route callers to the appropriate place to get the right answers. IVR can reduce wait times and call-backs.

Live chat agents

Today’s service centers handle more than phone calls, as many students are more comfortable with other ways to communicate. Similar to texting on mobile devices, live chat with an agent is a familiar experience for students and can quickly provide the help they seek.

Chatbots and Artificial Intelligence (AI)

Chat can also be handled by chatbots and AI working together to better serve students in many ways.

First, chatbots provide the crucial step of triage, assessing what a student needs and how to provide it. Chatbots receive and respond to messages, guided by AI to accurately answer queries of many types with specific, detailed answers. It can handle high volumes of common questions in peak times, and forward students to live agents when necessary.

Second, chatbot use of AI allows the bots to continuously learn and change, just like a live agent. Advice provided by AI stays current and accurate because it is fed fresh prompts and new information about institutional policies and student concerns, and learns from each interaction.

Chatbot responses are open-ended, as AI can determine intent and respond accordingly, rather than rely on a limited and inflexible set of answers. It can verify identity before discussing sensitive account information and create workflows for processes. 

Third, chatbots and AI offer a smooth and warm handoff from digital to human support when necessary. The chatbot interaction passes on the right information to a live agent, helping the agent immediately pick up where the chatbot left off and speed up the resolution process. This creates a smart and seamless service experience that satisfies students.

Customized and automated outbound communications

Contact centers are not only reactive to inbound requests, but can also perform outbound campaigns for an institution. Communicating by phone call, SMS text, email, or mailed letter is available and determined by the client. This option can improve student awareness of important information or help to drive institutional initiatives such as account resolution, enrollment requirements, or even fundraising and advancement projects.

Data dashboards and metrics

A crucial technology for improving service is collecting and analyzing data on service interactions to get visibility into performance and outcomes. Configurable dashboards and customized reports provide insights into the metrics most important to helping your students, such as first contact resolution rate, frequency of escalations, and more.

Predictive analytics can also use historical data to estimate the peaks and troughs of students’ need for help. By anticipating demand, you can prepare for traffic surges and avoid backlogs that lead to delayed resolutions and negative student experiences.

Technology exists to better serve human needs and desires

Technology allows us to work beyond our abilities to accurately and swiftly execute large amounts of tasks, ultimately saving human time and effort.

For a contact center, technology’s ability to extend upon and work for humans makes it an essential aspect of providing service, and continually improving it. Today’s contact centers use many technologies to offer an elevated, positive experience for students.

ECSI's CXSelect uses technology to serve students in many ways, from real-time integrations with campus systems and data dashboards, to custom IVR, and ticketing software. By automating and streamlining communications and other key processes, students quickly get the information they need and the resolutions they want. Institutions can focus on core responsibilities, manage costs, and feel confident their students are receiving excellent, tech-savvy customer service.