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Title
Open Universities Australia triples lead qualification with generative AI agents
Open Universities Australia: Tripling lead qualification with generative AI agents Products Menu Item Conversational Cloud Deliver personalized digital experience…
Description
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.
…to self-searching and 2x compared to scripted chatbots. The impact of AI agents 3x increase in lead qualification rates vs. self-searching students 2x increase in lead qualification rates vs. scripted chatbots 6.3 seconds average response time / message from the AI agent Open the PDF for…
Company
Open Universities Australia
…n Universities Australia: Tripling lead qualification with generative AI agents Open Universities Australia (OUA) is the largest higher education marketplace in Australia. Facing the challenge of engaging prospective students in a personalized and eff…
Country
Australia
…n Universities Australia: Tripling lead qualification with generative AI agents Open Universities Australia (OUA) is the largest higher education marketplace in Australia. Facing the challenge of engaging prospective students in a personalized and eff…
Industry
Education
…n Universities Australia: Tripling lead qualification with generative AI agents Open Universities Australia (OUA) is the largest higher education marketplace in Australia. Facing the challenge of engaging prospective students in a personalized and eff…
Problem
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.
…f Student Recruitment, OUA Challenge #1: Curating personalized student journeys OUA faced the challenge of providing a warm, engaging experience to prospective students from their first interaction. The goal was to create a conversational experience that mirrored the style of t…
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.
…. Solution: Introducing advanced artificial intelligence to the student journey OUA used LivePerson’s AI Studio, an advanced bot authoring environment for customizing and testing AI agents, to build an LLM-powered generative AI agent capable of handling initial inquiries with ease and empathy. This AI agent was designed to simulate believable human behavior, replicating t…
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.
…to self-searching and 2x compared to scripted chatbots. The impact of AI agents 3x increase in lead qualification rates vs. self-searching students 2x increase in lead qualification rates vs. scripted chatbots 6.3 seconds average response time / message from the AI agent Open the PDF for…
AI capabilities
Generative AI, Conversational AI, Large Language Models
…on process, OUA partnered with LivePerson to enhance their engagement strategy. By integrating large language models (LLMs) and generative AI tools into their web messaging, OUA not only improved response times but also ensured that interactions were empathetic, human-like, and effective — significantly enhancing the student experience. “The prospective students tha…
Technology
LivePerson AI Studio
…. Solution: Introducing advanced artificial intelligence to the student journey OUA used LivePerson’s AI Studio, an advanced bot authoring environment for customizing and testing AI agents, to build an LLM-powered generative AI agent capable of handling initial inquir…
