Virtual Agent Answers 500,000 Questions for Lane Community College

IntelliResponse Success Story: Lane Community College Web Self-Service in Times of Budget Uncertainty Why Web Self-Service? Open Admission With diverse students Students needed that have different needs after-hour support Before IntelliResponse 100's of Direct Contacts per day with College Staff Increased Enrollment and reduced staff IMPLEMENTATION Lane was already leading with web-based self-service, but a piece was missing Lane Team Formed Scope defined and Initial list of questions Ask Lane Question variations identified has answered over Responses Written and Focus Groups 500,000 QUESTIONS Look and Feel/placement on site defined LAUNCH All department email is channeled through Ask Lane Follow up training/suppot AskLane is used internally, helping staff help students COST EFFECTIVE & LOW MAINTENANCE intelliresponse" www.IntelliResponse.com acreative Očommons @ 0 SPONSORED BY: