About the Episode
About the Episode:
In this episode of In Your Element, hosts Daniella and Brendan are joined by Brandi Hess, Director of University Web and Digital Content at the University of Southern Indiana (USI). Brandi shares USI’s journey as the first-ever "Bolt-only" partner with Element451, implementing the AI-powered chatbot Archie. She discusses how this tool transformed the student experience by answering key questions, addressing gaps in knowledge, and reducing workload for staff. Tune in for insights into how AI chatbots can solve real student problems while revealing opportunities for improvement in university processes.
Key Takeaways:
- Trailblazing at USI: USI was the first-ever "Bolt-only" partner, using Element451’s chatbot to streamline communications across all website pages.
- From Burden to Solution: Instead of building an in-house chatbot, USI chose Element451, allowing them to focus on serving students without getting bogged down by development.
- Insight into Student Needs: The chatbot revealed gaps in USI's website knowledge base, helping the team improve critical content like housing, admissions, and program information.
- AI for Everyone: Archie, USI’s chatbot, isn’t just for prospective students; it answers queries for current students, alumni, and employees alike.
- Measurable Impact: The chatbot averages just 2.37 messages per conversation, delivering fast answers and reducing the need for email and phone support.
- A Polite Chatbot: Archie is designed to be conversational and polite, enhancing the student experience and even receiving "thank you" messages from users.
Episode Summary
Why USI Chose Bolt as Its Chatbot Solution
USI was searching for a chatbot that could serve the needs of all website visitors, not just prospective students. Brandi explained that many chatbots on the market are designed primarily for admissions or conversion-focused tasks, which didn’t align with USI’s broader needs. Bolt’s conversational AI approach stood out for its natural ability to answer a range of questions, from course-related inquiries to details about campus resources. This functionality was critical in helping the university offer consistent, accurate information across all site pages.
Discovering Knowledge Gaps Through AI
Implementing the chatbot didn’t just streamline user interactions; it revealed unexpected insights about gaps in USI’s online content. For example, when students frequently asked about summer school application processes or if specific programs were STEM-designated, Brandi’s team realized there were knowledge gaps that their website didn’t fully address. This feedback enabled them to work directly with departments to enhance the accuracy and relevance of content, creating a smoother, more informed experience for users. The chatbot’s polite prompts and adaptability also contributed to a positive interaction that encouraged students to engage openly with the bot.
Addressing Seasonal Trends and User Needs
As they analyzed chatbot data, Brandi’s team noticed seasonal trends in user inquiries—questions about commencement tickets near graduation, roommate assignments in the summer, and financial aid in the fall. This real-time data has helped USI anticipate and prepare for these recurring needs, reinforcing the chatbot’s role as a proactive digital assistant. These trends not only informed Brandi’s team on content updates but also guided decisions about strategically placing the bot in high-traffic areas, reducing dependency on call centers and enhancing the student support process across touchpoints.
Calls to Action:
- Learn more about how Element451’s chatbot can reduce your team’s workload and better serve students.
- Explore the benefits of conversational AI for higher ed beyond just recruitment—think current students, alumni, and staff too.
- Interested in transforming your student support process? Visit Element451.com for more insights.
- Subscribe to *In Your Element* for more stories from higher ed pros who are pushing boundaries with innovative tools like AI.
Connect With Our Co-Hosts:
About The Enrollify Podcast Network: In Your Element is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!
Some of our favorites include Visionary Voices: The College President’s Playbook and Higher Ed Pulse.
Enrollify is produced by Element451 — the next-generation AI student engagement platform helping institutions create meaningful and personalized interactions with students. Learn more at element451.com.
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