What is chatbot automation, and why is it essential in the education industry?
Chatbot automation means using bots for repetitive and time-consuming tasks instead of using human agents. Some examples of chatbot automation can be answering frequently asked questions, automating conversations, sharing education materials, and integrating with other tools.
For a university like UNC, having chatbot automation would save a lot of time and money. A bot can manage multiple inquiries at the same time without getting confused or making mistakes. It can also share materials and information by email triggers if needed.
A bot cannot completely replace human agents because it cannot solve complex inquiries. But we need to know that more than 75% of questions are repetitive. And bots can handle these repetitive questions perfectly.