Top 10

use cases for

chatbots in
higher education
Starting on your
chatbot journey
Today’s students have some of the highest support
expectations of all demographics. Grown up surrounded
by the benefits that technology brings, students now
expect support when, where and how they want it. Now,
as this Gen Z generation enters higher education,
they’re placing their sky-high expectations onto colleges
and universities.

These support expectations may be lofty, but they can

be easily and cost-effectively met with chatbots.
Drawing from our experience in building chatbots for
higher education institutions around the world, here are
the top 10 use cases for chatbots in higher education.
 Chatbot

Hi there, I’m a virtual assistant.

There are no agents available
right now, but I can answer
your questions. How can I help

01.
you today?

I need to reset my password

Provide 24/7 availability

No problem! Click the link
below to reset your password:
https://comm100.password

for common questions reset.com/here

Reset Password

Today’s students expect to receive support when it

suits them - not when it suits your office hours. This is
where a chatbot shines. With a chatbot in place, any
school can deliver around-the-clock support, providing
real-time answers to the most common questions.
by Comm100
 Chatbot

02.
What majors does your
bachelor of science offer?

No problem, are you looking at

on-campus or online programs?

On-campus Online Take the load

Online off the team
Thanks, click here for a full list
of our online Bachelor of
during seasonal peaks
Science majors:

Every university and college has to deal with peaks in support

Click Here
volume at certain periods of the year, such as application
season. Chatbots can manage this influx of questions by
handling up to 80% of all queries without agent intervention,
taking the load of the team while ensuring every students
receives the fast support they expect.
by Comm100
 Chatbot

03. I really need to speak to a

support person about my grades

No problem, we’ll get you

connected right away. So that I

Devote more time to can pull up your student record,

can you please tell me which
course you’re inquiring about?

complex & sensitive queries Calculus 122

Thanks, I will connect you to our

While every question must be responded to, there are next available support agent.
always some queries that need more of your agents’ time
Agent Rachel has joined the chat
and attention than others. By setting up a bot to handle
the straightforward FAQs, agents have more time to Hi there, I see you want to speak
about your grades. How can I help?
support the complex or sometimes sensitive questions

With a greater emphasis on mental health and well-being

within higher education, chatbots also help universities by Comm100

and colleges show every student that they care and

are there for them.
 Chatbot

04.
I need to book a study room
for this afternoon

No problem, I can book your

room using our online sched-
uling service. Click the link

Handle appointments
below to get started.
https://comm100.room
booking.com/

Book A Study Room

and bookings
- Room 111
Located on the 1st floor of
the library, available 9am to When agent resources are stretched thin, chatbots
9pm Monday to Friday
can help by taking on the monotonous task of
Book This Room
handling appointments and bookings for on-campus
services. Chatbots can easily integrate with your
- Room 211 existing scheduling tools or host online appointment
Located on the 1st floor of
the library, available 9am to
bookings inside the chat window.
by Comm100
9pm Monday to Friday
05.
Chatbot

Hi there, how can I help

you today?

Route students to the

Admissions Accommodation Open Day

Admissions

best agent for the job Thank you, I will connect you
with our department now.

Agent Brandon has joined the chat

Students hate being passed between agents as they seek help,
Hi there, how can I help
forced to repeat their query each time. Universities can avoid you today?
this entirely by setting up a chatbot at the beginning of the
conversation. When a student launches a chat, the bot can ask
the student a few questions to collect information about their
query, and so then route their chat to the most appropriate
agent, team or department.
by Comm100

As well as providing a more streamlined and positive

experience for the student, this bot use case also improves
first-contact-resolution (FCR).
 Chatbot

Where can I find more infor-

mation about the Open Day?

Hi there, let me help you out.

Please click this link to find out
more about our upcoming Open
06.
Day – www.musgroveuniversity.
com/openday
Help students self-serve
Great, thanks. I also want
to know more about the
accommodation options.
With so much information to manage on your site,
Can you help?
students can sometimes struggle to find the answers to
Of course! Here’s a video all
their questions. By pulling from your knowledge base,
about our accommodation choices. chatbots can instantly deliver this information, either
directly within the chat window through text, images or
videos, or by providing a link. This allows students to
self-serve and find the information by themselves, rather
than calling on support from your agents
by Comm100
 Chatbot

07.
I need a reference of study.

Ok, no problem. Please answer

a few questions for me so I can
help. What is your name?

Automate reference
Kate Rogerson

from requests
What is your course number?

BA101

Universities and colleges provide thousands of job references

for their students every year. Gathering the necessary
information for this takes up considerable agent time. A
chatbot can automate this by collecting the information from
the student without any human involvement, allowing agents by Comm100

to be redeployed on other important tasks.

 Chatbot

Hi, do you have time to answer

questions about your student
experience?

08.
Sure Not Now

Sure

Why did you choose to

attend this college?

Location Programs Cost Other Collect student feedback

Location

How prepared did you Gathering student feedback and sentiment is crucial for every
feel for classes after
student orientation? (scale) school to understand where they can improve. A Task Bot can
be set up on your site to gather important student feedback
Not Prepared Somewhat Prepared
through a conversational interface that is far more engaging
Prepared Very Prepared than forms or surveys. Data is then automatically stored within
the platform for review.
by Comm100
 Chatbot

09.
Do you have time to answer
a quick survey about your
service today?

Sure Not Now

Sure

Gather data for On a scale of 1 to 5, how

future improvement
happy were you with the
support you received?

How would you improve

the answer to your question?
Once a conversation is finalized, a chatbot can ask a few
questions about the support they received. This helps you
to understand how well your live chat agents or chatbot
is performing and understand where it can be improved.
Combine this with Sentiment Analysis for even greater by Comm100

insight into students’ emotions and opinions.

 Chatbot

I need to reset my password

Sure, what is your

10.
phone number?

555-443-2783

Thanks, I’ll move our

Offer omnichannel support

conversation to text.

Today’s students want to connect with their school across a range

of digital channels – live chat, social media, SMS, email, and more.

With Comm100, a single chatbot can work across all these channels.
Just build one bot and deploy it across every channel, giving
by Comm100
students the choice to connect on their terms.
Want to
start your
chatbot In your demo, our specialist will:

journey?
Connect with one of our chatbot
specialists today to learn more
about introducing a chatbot to
your higher education support.
·
·
Assess your current needs and requirements
Demonstrate how Comm100 Chatbot can
uniquely solve those needs
· Showcase the benefits of Comm100 Chatbot
· Provide relevant examples and success stories
· Explain our pricing and packaging options
· And answer all of your questions!

Let’s chat