Case Study
UF hired a team of AI Assistants To Reduce Call Volume and Collect Data
Summary
In March 2022, the University of Florida (UF) joined forces with Satisfi Labs to make handling the sudden spikes in fan questions easier – without sacrificing customer service quality. By introducing Albert, an AI-powered Chat Mascot, UF was able to provide 24/7 support across multiple channels and a direct in-chat ticket buying experience, saving valuable working hours compared to other college programs. The partnership allowed UF to refine their marketing communications and website content using data.
Challenge
The Ticket Sales and Operations divisions at UF were facing a challenge with a significant influx of phone calls and emails, particularly related to ticket purchasing, post-sale policies, and venue details. The university needed a solution to address this issue, enabling them to effectively manage the increasing volume of inquiries on various platforms around the clock, while efficiently capturing crucial fan data.
Solution
To address their challenge, UF collaborated with Satisfi Labs to implement an ultra-intelligent AI Chat. This AI Chat provided 24/7 support across multiple channels, facilitated an in-chat ticket purchasing process, and gathered unique data that UF could utilize to enhance their program’s decision-making. Within two days of debuting on the website and app, the AI Chat would be able to effectively address more than 2,700 questions from students and parents right before the student ticket reservation period began.
Results
After implementing the AI Chat, the University of Florida saw several positive results. The AI Chat persistently lessened incoming communication through phone calls and emails. UF also experienced a higher messaging volume compared to any other college program since its launch in March. After the 2022 season, UF saw an increase in ticket questions through the AI Chat. Of these requests, 57% pertained to season tickets, 8% sought help with digital ticketing, and 35% involved general ticket sales. The Marketing and Communications teams also achieved positive results by integrating Albert into their external communications, allowing for a more personalized experience for their fans.
%
Of questions involved season tickets
%
Of inquiries were related to general ticket sales
%
Of questions were for assistance with digital tickets
Associate Athletic Director, University of Florida