Open Universities Australia triples lead qualification with generative AI agents
Open Universities Australia· AustraliaLivePerson AI Studio
Open Universities Australia (OUA) used LivePerson's AI Studio to build an LLM-powered generative AI agent that handles initial prospective-student inquiries, replicating the conversational style of human advisors. The agent achieved 3x lead qualification rates compared to self-searching students and 2x compared to OUA's prior scripted chatbot, with an average response time of 6.3 seconds versus roughly 2 minutes for human advisors.
Overview
Open Universities Australia (OUA) used LivePerson's AI Studio to build an LLM-powered generative AI agent that handles initial prospective-student inquiries, replicating the conversational style of human advisors. The agent achieved 3x lead qualification rates compared to self-searching students and 2x compared to OUA's prior scripted chatbot, with an average response time of 6.3 seconds versus roughly 2 minutes for human advisors.
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Inspect the highlighted sourceThe challenge
OUA faced the challenge of providing a warm, engaging experience to prospective students from their first interaction, and needed a conversational experience that mirrored the style of their best student advisors. OUA also needed a more efficient way to qualify leads, reducing high abandonment rates and ensuring advisors received detailed information to provide tailored support.
The solution
OUA used LivePerson's AI Studio, an advanced bot authoring environment, to build an LLM-powered generative AI agent capable of handling initial inquiries with ease and empathy, designed to simulate believable human behavior and replicate the conversational style of OUA's advisors. The AI agent gathered key information from students in a conversational manner to help qualify leads and provide advisors with comprehensive conversation summaries.
Reported business value
OUA's generative AI agent achieved a 3x increase in lead qualification rates compared to self-searching students and a 2x increase compared to their prior scripted chatbot, with an average response time of 6.3 seconds per message versus close to 2 minutes for human advisors. Customer interactions with the AI agent before speaking to human advisors led to increased customer satisfaction scores.
Sources
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