An incredible journey for Lisa at Odisee.
Imagine what would happen if you’d fire about 40,000 questions to
contact center in one single month. Chances are it’d be swamped, and
staff would most probably have difficulties answering on time and in
person. To optimize the ‘customer’ experience of its future graduates,
Odisee Hogeschool (i.e. college of higher education) decided to automate
the answers to the most frequent questions. Oswald gave birth to a
chatbot named Lisa, just a few weeks ahead of this academic year.
Right from the start, freshman Lisa proved to be quite popular: after
one month, she had replied to approximately 38,000 questions asked
through more than 66,000 messages sent, by around 7,000 users already.
Only 3% of these questions stayed unanswered by the virtual assistant.
"We notice that students prefer to ask the bot for information than to
look it up themselves on our online students portal. Lisa gives them the
direct link”, says Ingrid Reniers from Odisee’s students
administration. "Therefore, we are very satisfied with Lisa, thanks to
both the product and the process that we created together, and mostly by
its result. Lisa gets solicited very often, and we follow its progress
every week. Lisa is fast, easy to use and clear. Those are all key
A fast and effective solution
Students and future applicants can consult Lisa via info.odisee.be or
Facebook Messenger. The digital companion works instantly and is capable
of answering many questions concerning Odisee Hogeschool.
Lisa became quickly very successful. Students find the solution so
convenient and easy to access. No need to look for the information
center’s contact to call them or wait for their answer by email anymore.
By just using their Facebook Messenger app on their smartphones, they
can chat with Lisa directly. In just a few messages, they get their
Thanks to its efficiency, Lisa is now the connecting component for the
current information channels on the campus. Among the most frequently
asked questions, a high number is about registration and administration
information, such as the process to register, the conditions, the costs
or the opening hours...
Lisa's family is growing.
Chatbots unburden employees by taking over repetitive tasks.
Furthermore, facilities such as universities and schools are dealing
with many, many users. Questions can quickly rise to thousands. As a
consequence, virtual assistants are booming in education: Odisee
Hogeschool is not the only institution Raccoons is working with. Since
the beginning of this year, we have also been assisting Syntra learning
center’s trainees thanks to Lisa's sister, Vera.