Narrative
The Controller's Office seeks to improve the operating efficiency of its units, reducing costs and re-deploying human assets to more value-accretive activities. We would like to piggyback on the implementation of Ivy from Financial Aid, an artificially intelligent agency that will improve its online presence, triage customer service request an, extend the hours of operation and enhance the overall quality and communication of services and experience with students.
Ivy.ai, a higher education technology company, provides an artificially intelligent "chat bot" to colleges and universities. Ivy is like Siri/Cortana in that it can answer questions, schedule appointments, and direct people to resources; however, Ivy is custom-trained to serve specific knowledge domains. Ivy’s intelligence can live in chat form on Tuition and Billing's website, at an email address, text, Facebook messenger, and in live chat. 70% of interaction with Ivy occur outside the hours of 9am,-5pm. In additional 22% of all int4eractions occur on weekends an holidays.
Student Benefits: Ivy creates a unique communications platform with seamless bot and human engagement to provide exemplary sevice to our students, including online an Study Abroad. Ivy will help FAU students answer questions, locate resources, provide an instant appropriate solution or find university web pages -= 24 hours a day.
Staff Goals: Ivy would be custom implemented for FAU to support Tuition and Billing services underlying objectives - providing better customer service, increasing marketing impact and extending the hours of operation. Ivy will deliver key statistical insights into student behavior that have never been analyzed. We believe that FAU's investment in Ivy will generate near instant positive returns as the volumes of transactions captures by the chatbot will translate into improved customer service, increased utilization of existing resources and reduced transactions for FAU staff members.
Software Requirements
Our proposed technology fee project is the addition of Ivy Chatbot to the Tuition and Billing Office. Using natural language processing and machine learning. The ivy chatbot interact with website visitors by understanding the semantics of their asked-questions and providing an immediate, meaningful answer. Ivy can be trained to disseminate information such as deadlines but can connect students to university resources such as videos or third party resources.
