Are you a leader or administrator currently working in higher education? Have you been following the rapid growth of digital assistants (i.e. #chatbots) in university settings and have questions about whether now is the right time to incorporate chatbots in your system?
Then this new webinar is especially for you!
Please plan to join us on Wednesday, October 19th, at 1PM EDT as we share how Seneca College in Toronto has partnered with Oracle and IntraSee in developing Sam, their powerful new digital assistant, which in just the past 12 months has quickly and accurately handled more than 100,000 user-support needs. Reserve your spot below.
#Oracle #senecacollege #HigherEd #DigitalAssistant #PeopleSoft #GideonTaylor #IntraSee #AI #highereducation
Whenever you are in a conversation about chatbots and digital assistants in higher ed, without fail the topic of Financial Aid comes up. Like a good deep-dish pizza conjures up thoughts of Chicago, Financial Aid and chatbots are often linked. The prevailing wisdom is that Financial Aid questions are the most highly demanded questions amongst students. What if I told you the prevailing wisdom was wrong?
It makes perfect sense why we assume Financial Aid questions are ripe for bots when you consider a) the questions are seasonal with volume peaks that are hard to manage, b) Financial Aid is a complicated topic that invokes questions and c) the answers to these questions are common across all schools and easily automated.
These explanations just didn’t feel right to us, so we were curious to test this thesis. What does the actual data say in regards to the demand for Financial Aid answers? We dove into our data to find the real story. We think you will be surprised by how far perception is from reality.
Ida can categorize questions into topics. For the purpose of answering our question about the popularity of Financial Aid questions, we analyzed the occurrences of any financial question be it aid, account balances, fees, and so on. We narrowed in on a particular client who serves a wide range of questions across all the common topics a student may need help on. It wouldn’t be accurate to look at a client who only deployed their bot to Financial Aid pages or Admissions pages. We call that selection bias 😉.
We want to understand the totality of the student experience when the bot can help them with all their questions. Additionally, this user base has been exposed to the bot for at least two academic years, so the adoption curve isn’t introducing its own bias.
Immediately we noticed an expected pattern to the demand curve (picture below). The curve’s peaks hit right when you would expect it: when the money comes! Outside of those two times a year, students hardly ask that much about financials and financial aid.
Perhaps the more surprising finding is that even during the peaks, the percent of total volume is quite low—around 2%! But wait, isn’t the whole reason to implement a bot because students had so many Financial Aid questions? Maybe not that many students get financial aid, so we took a look at that. Some 98% of undergrads get some form of aid, so it is relevant to virtually all users of the chat.
Now we know students are asking other questions at least 49 times more often. Let’s dig in and see what they are actually doing during a recent full academic year…
Using Ida’s AI Categorization and Analytics, we can paint some broad strokes around what these same users are interested in. Over the same twelve-month period, we can see the distribution as pictured below.
Let’s start with the winner and still champion: Academics! Academics are questions about things such as programs, policies, GPAs and getting your degree—things not specific to a particular course. These are questions you would ask at the Registrar’s or Advisor’s Office. Maybe we forgot the whole reason students are in school is to get a degree (at least in this 4-year institution!) No wonder it is by far the most popular topic.
Moving down the list, we have Student Life and Residence Life breaking the 10% barrier. These are matters that affect a student’s day-to-day life, so it’s easy to see why they are popular. This popularity lasts all year and not just seasonally like Financial Aid.
My Information and Health and Wellbeing are next up. Health and Wellbeing is obvious, having just come out of a pandemic and dealing with ever-changing policies. Do I need a booster? How long is quarantine now? Has Monkeypox been detected on campus?
My Information is information about my personal records such as name, address, emails, phones and so on.
The big irony here is that Financial questions are just about as popular as studying abroad (International and Travel) and they both come in at the bottom of the list.
At IntraSee and Gideon Taylor, we prefer a data-driven approach. So, while Financial Aid sounds like logical focus, the data tells us we need to be broad. We need to be a one-stop shop for all sorts of questions across different topics if we want to maximize our service to the student. This post also highlights the importance of being agile. When you launch a bot, pay close attention to how it is used and get ready to adjust quickly. Instead of predicting where the bot should go next, let the bot tell you where the next need is. If you want to talk more on this topic or see a demo, you can contact us below.
Today’s machine learning-driven AI (Artificial Intelligence) is a huge technological jump from just five years ago. However, when it comes to having a successful digital assistant, you need equal parts art and science. While the science is achieving substantial accuracy scores, clients often ask IntraSee, “What else can we do to increase adoption?” The answer to that question lies in the art of the bot response. This post will cover a few tips we have found to maximize effectiveness, drive adoption, and ultimately deliver ROI.
While it may not seem like a big deal, a bot’s personality is important. A clever name that is easy to recall with some witty responses will leave a lasting impression in a way a bland bot won’t. You will see this very technique with consumer bots like Siri or Alexa.
The bot should never pretend to be a human while making light of the fact you are talking to a machine. Further, it is important that you have a conversational style that is not overly robotic. This element of fun can bring a smile to a user’s face and have them coming back next time.
How’s the weather?
I wouldn’t know, I live to work all day and answer your questions.
Let’s say someone asks the bot how much time off they have. A poorly designed, robotic response may be:
how much time off do I have?
Here is your leave balance…
Paid Time Off: 143 Hours
Sick Time Off: 13 Hours
Compare that to a more conversational style response:
how much time off do I have?
Let me look up your time off balance for you. Everyone needs a day off!
Paid Time Off: 143 Hours
Sick Time Off: 13 Hours
All of us have had some bad experiences with a bot. Often poor AI training is at fault, but those bad experiences also happen when you get a distinct feeling that the bot doesn’t know you. Personalization is a fantastic way to build trust with the user. Consider an example in Higher Education where both Students, Faculty and Staff are all using the bot. If the user asks, “where should I eat?” Would you be comfortable recommending a dorm’s dining room to a faculty member?
Knowing your user is key to adoption. This is a primary reason why it is important to integrate into the authentication and HCM/Student system like Ida does.
A common mistake in conversational design is to assume you know the question asked when constructing your answer. Natural Language Processing (NLP) engines can match hundreds or thousands of variations of questions and statements to a single answer. As such, don’t assume you know the form of the question that got the user to your response.
For example, let’s say you want your bot to respond to, “do you have my phone number on file?” You may construct a response such as:
do you have my phone number on file?
Yes, I can look that up for you. Here is what I found…
What if the user’s question was, “let’s update my phone number.” Well, in that case the response would feel disconnected, wouldn’t it? What is the bot saying “yes” to? Consider a response with more global application which also repeats key words such as:
do you have my phone number on file?
Let’s see what phone numbers I have for you. From here I can help you update your numbers as well.
Technology everywhere is competing for the user’s attention; not to mention that people have day jobs or degrees they are focused on. The reason they came to chat is because browsing or searching web sites is inefficient and slow. Curate your responses with brevity in mind. Get right to the point and do it without requiring a lot of reading. You can always present a way to “Read more” or “Tell me more.” Start with the simple, succinct answer and allow users to opt in for the more verbose detail.
With most bots you’ll tend to see one of two user experiences (UX): an NLP-driven UX and a Menu-driven UX. Bots present a menu-like experience by generating lists of links inside the chat. Menu styles (picture below) do not scale like a wide-open NLP style where a user can type anything they want into a message box. You can only show so many choices to a user, so the Menu approach quickly becomes problematic. Further, it diminishes the entire point of asking in your own words. Not to pick on the MLB, but you can quickly get a feel for the drawbacks when looking at the Ballpark Digital Assistant.
Menu-style bots are often employed to make up for poor NLP capability. When the bot is encouraging you to click menu links vs. allowing free-form typing, it is often because of NLP accuracy issues.
At IntraSee, we prefer a wide-open, type-anything-you-want user experience. This approach scales to thousands of use cases and the user benefits from the true power of AI. Menu styles often result in a user being confined to a small set of capabilities and never fully exploring all the bot has to offer.
One of the most frustrating user experiences is to ask a question only to be pointed elsewhere. Think about that feeling when you call for help and they say, I need to transfer you to someone else, can you hold please? Wouldn’t you have preferred to just get the answer right then, right there?
A click-less response is a response where the user doesn’t need to click. They get their answer directly, succinctly and personalized to them. Giving someone a link may be convenient for the bot developer, but it is not a great experience for the user. By linking them to the real answer, they now must click and scan an entire page to find what may only be a small snippet of information they are really looking for.
Be sure not to overlook the accessibility and portability of your bot’s responses. A bot can be one of the friendliest mediums for assistive devices. The experience is linear, chronological, and hyper-focused on one area of content at a time. This can be quickly ruined with the use of images, video or other rich content. While those mediums can be made accessible, they create a noisier experience on an assistive device.
If you do have links in your bot response, be mindful around which words are linked. The link should surround the most descriptive text for accessibility reasons. For example, never have a response that says “to view your records, click here.”. Instead the response should read, “You can view your records…”
Bots don’t only talk to you on web sites. You can have a conversation over Microsoft Teams, Slack, Voice or even SMS Texting. How will a response with links, images or videos work on all those channels? If your response needs channel-specific variations, that will increase your implementation effort and take you further away from a consistent experience on all channels. Keeping your responses in text/html maximizes reach and ease of use.
If understanding the human’s natural language is half the battle, then the other half is your conversational response design. With our platform, Ida, every response can be configured so you can curate the ultimate bot for your users with the personality you want. Ida is not one-size-fits-all; she can become who you need her to be. If you are interested in chatting more or would like to see a demo, you can contact us below.
The HIUG Interact Conference is an annual user-driven meeting of Oracle application Healthcare users. The conference comprises 600+ attendees, 40+ vendors, and more than 175 educational sessions/clinics.
Join us for this session hosted by Gideon Taylor:
Chatbots, eForms, RPA. There is no better return on investment in enterprise software than automation. Not cloud, not SaaS, not upgrades. The single biggest cost to enterprise software is the people needed to run it. Automation at all levels will drive efficiency and save your organization money.
Automation can be applied to various pillars, but the three most common are (1) automating work your backend users perform, (2) automating work your self-service users are asked to do, and (3) automating the work to support all of your users. For PeopleSoft customers, all three of these automation opportunities are available today! Join us for a crash course on the tenets of automation ROI and see how you can maximize the value, productivity, and performance of your PeopleSoft system. We’ll show you how you can automate user tasks and support with world-class digital assistants; automate business processes with Fluid eForms; and automate heavy backend work in PeopleSoft with RPA technology.
Eliminate clicks, simplify processes, increase visibility, and accelerate transactions. You will spend far less than on a new SaaS and have much greater returns. If you’re looking for more productivity, more efficiency, and more value, we will show you how to unlock that today from your HCM / FSCM / Campus Solutions systems.
Don’t forget to check out even more sessions from our sister divisions. If you would like to prebook a personal demo with us click the Contact Us button below and we will get you scheduled at a time that works well for you.
Today we have a big announcement. IntraSee has joined the Gideon Taylor family. Both companies have been stalwarts in the Oracle ecosystem for more than 15 years. While IntraSee’s focus has been on the user’s experience in the enterprise, Gideon Taylor has been known for the automation of business processes. It was natural to join the two together. Our customers now benefit from the back end to the front end with a focus on driving real ROI whether you are on premise, in the cloud, or on SaaS.
My co-founder, Paul Isherwood, and I started IntraSee in 2005 and what a ride it has been growing from a consulting company, to a software company and ultimately a SaaS Cloud company. We have successfully navigated through major shifts in the enterprise software market, the financial crisis of 2007, the beginning of the cloud era and most recently the pandemic. No matter what was thrown at us, we adapted to serve our clients. 2021 was no exception with the sudden passing of Paul.
In this next chapter of IntraSee, we become a new division of Gideon Taylor where we will continue to serve our existing clients and with our digital assistant, Ida, carve out an exciting path for both companies. I will lead that division and look forward to a long partnership with Paul Taylor and his leadership team. You can read all about our announcement in the press release issued today.
I would like to take a moment to address all the important people who got IntraSee to this point.
Thank you for believing in IntraSee. It has been an absolute pleasure to help you improve your experiences for your employees, managers, students and faculty. We are only getting stronger from here with a broader cloud portfolio, the benefits of scale, and even greater investment in Ida, our digital assistant. We know many of you are planning major investments in the next ten years. We are excited for your future and to help get you there.
The IntraSee family is the reason we are here today. Each one of you, past and present, has contributed to our mission of bringing great usability to enterprise software. I owe you all a heartfelt thank you for your hard work and dedication. The support from the current team over the last year in particular is more than I could have imagined. I, and our clients, have been lucky to work with you and I look forward to continuing on the InstraSee journey with you as my colleagues.
I remember the first presentation I saw you give back at PeopleSoft. The entire presentation was built with dynamic HTML and this was about 1999. When I asked you, “Why not use PowerPoint?” you simply responded with “Why would I use PowerPoint? This is so much cooler.” Throughout the 15+ years we were partners, you always helped us imagine something so much cooler. In your memory, I and the rest of the combined InstraSee/Gideon Taylor team, are going to push this mission to the next level like only we know how.
Sincerely,
Andrew Bediz
