Redefining Student Engagement: University of Alabama’s Digital Transformation
Summary
With a growing campus population with inquiry volumes continuing to climb, and a drop in support staff from 36 to 24, The University of Alabama was struggling to meet rising demands. Each repetitive phone call represented not just a moment of inefficiency, but a missed opportunity for meaningful student engagement. The University introduced its first chatbot with another vendor in 2019, gaining initial experience with AI solutions. However, to achieve the level of success they envisioned, they needed a more reliable, easy-to-deploy platform that could provide the controls they needed to deliver accurate information, reduce redundant inquiries, and effectively support their team.
The University of Alabama partnered with Satisfi Labs to launch an AI agent tailored to their needs. Satisfi’s advanced conversational experience platform was used to build an AI agent specifically to handle University and Support Service Department needs, and it was implemented in record times with constant support from the Satisfi Lab’s implementation team. Leveraging advanced generative technology, the platform integrated institutional content rapidly, with web-based information scraped in seconds, offering the reliability and adaptability the University needed. Customized conversational pathways were meticulously crafted to guide students through complex inquiries, creating a self-service model that could efficiently handle most standard questions, drastically reducing the necessity for live support and providing instant access to information around the clock.
Results
The transformation was both immediate and remarkable, with daily call volumes plummeting from an average of 1,800 in August 2019 to just 400 calls per day which is a 78% reduction in call volume. The AI-powered chat experience handled roughly 45% of calls after staff business hours became a cornerstone of the University’s support strategy, meeting most user needs independently and significantly reducing live support interactions. Staff could now focus on complex, high-value issues, while students and parents appreciated faster, more accessible self-service options. With 142 work hours saved from July to December 2024, this equates to 3.5 work weeks for a single employee. The solution not only improved operational efficiency but also enhanced the overall quality of student support.
Reduction in call volumes
%
Of chat conversations occur after staffed business hours
Work hours saved (July to December 2024)
Kristy D. Pritchett
Executive Director
“UA Student Account Services”
