Lola - Success story at the University of Murcia
University of Murcia· SpainchatbotThe University of Murcia deployed the chatbot Lola, built by 1MillionBot, to handle student queries during registration and university entrance exam periods. Lola has logged over 74,000 unique conversations with about 25,000 students, with a 93.4% accuracy rate. In June-July 2019, Lola answered queries from 5,525 users across 12,247 conversations and 34,423 messages, resolving 94.2% of queries, versus 28,000 inquiries handled by staff the year before implementation.
Overview
The University of Murcia deployed the chatbot Lola, built by 1MillionBot, to handle student queries during registration and university entrance exam periods. Lola has logged over 74,000 unique conversations with about 25,000 students, with a 93.4% accuracy rate. In June-July 2019, Lola answered queries from 5,525 users across 12,247 conversations and 34,423 messages, resolving 94.2% of queries, versus 28,000 inquiries handled by staff the year before implementation.
The challenge
During registration and university entrance exam periods, staff at the University of Murcia's University Information Service (SIU) were overwhelmed by a flood of calls, emails, and visits, and many queries went unanswered.
The solution
The University of Murcia deployed the chatbot Lola, built by 1MillionBot and integrated using voice and text, available to students 24 hours a day, 365 days a year to answer questions about the enrollment process, EBAU grade publication, exam reviews, cut-off grades and pre-registration.
Reported business value
Lola has logged over 74,000 unique conversations with approximately 25,000 students at a 93.4% accuracy rate. In June-July 2019 alone, Lola answered queries from 5,525 users across 12,247 conversations and 34,423 messages, resolving 94.2% of queries, representing 242% of additional requests resolved compared to the 28,000 inquiries the SIU handled the year before Lola's implementation.
Sources
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This record was researched and written with AI assistance, and its claims were checked against the sources above. (EU AI Act art. 50 transparency notice.)
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