Problems:

• Prospective students are unable to get real-time resolution of their enquiries  
• Downgrade of user experience leading to students opting for other universities 

Approach:

• Worked with Student & Faculty Services team to design a process to have chat services available on The University of Sydney websites that linked directly into ServiceNow  
• Set up availability schedules, pre-chat surveys, automated messages and store communications 

Solution:

• Configured embedded virtual agent chat that gradually transitions to live agent support  
• Configured pre-chat surveys, buttons to create specific cases via chat, escalate/transfer chats as well as schedules to indicate live agent availability 

Business and Customer Outcomes:

• ServiceNow chat and university websites integrated to allow prospective students to interact  
• Faculty members can chat with students on a real-time basis and resolve their queries