At the most basic level, a chatbot is a computer program that simulates and processes human conversation (either written or spoken), allowing humans to interact with digital devices as if they were communicating with a real person. (Oracle.com)
In FY23, Enterprise Technology & Services implemented chatbots for Keene State College (KSC), Plymouth State University (PSU), and the University of New Hampshire (UNH) to provide 24/7 support for students. Part of this implementation involved a vendor selection process, and ET&S chose Ocelot. This product helps provide immediate answers to commonly asked questions while alleviating call center congestion.
KSC, PSU, and UNH purchased chatbots, which included five libraries of questions related to admissions, financial aid, business services, housing, dining, and disability services.
Chatbots are easy to use, reduce the number of calls and emails, provide customers with solutions without delay, and provide statistics on their usage. They also provide a list of questions they could not answer so these answers can be added to the library. Additionally, Ocelot has a list chat feature so available call center agents can answer questions during business hours that chatbots cannot provide.
ET&S implemented nine chatbots. From June 18, 2023 through July 18, 2023, chatbots answered 1,448 UNH users' questions.
