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Setting the Stage:
EF Education First, founded by Davide, is a global education and travel company that provides students with opportunities to learn new languages, travel, and experience different cultures. With a focus on expanding knowledge and global understanding, EF helps thousands of students find their path through immersive learning experiences.
Roadblocks Encountered:
- As the company grew, EF Education First needed an efficient way to handle the vast number of questions from students across the globe.
- Their goal was to create a bot that could intelligently recognize and respond to frequently asked questions (FAQ) from students, ensuring that each inquiry was matched with the right answer.
- The challenge was to ensure the bot could accurately identify the correct topics and provide helpful responses, especially considering the diverse range of questions from students regarding courses, travel logistics, and cultural experiences.
The Game Plan:
To solve this issue, EF Education First turned to Orimon AI to build a bot capable of handling the large volume of inquiries while maintaining accuracy in providing answers. The team at Orimon worked closely with EF to train the bot to recognize specific FAQ patterns, ensuring it could efficiently direct students to the correct information.
Taking Action:
- Initially, fine-tuning the bot to handle a wide variety of questions from students required detailed customization and ongoing adjustments, but with time, the system became more precise in delivering the right answers.
- The Orimon AI bot was integrated into EF Education First's website, allowing students to ask questions directly through the platform.
- The bot was designed to identify common topics and match them to the relevant FAQ section, providing accurate answers in real-time.
This system helped reduce the burden on human customer support agents, ensuring that students received timely responses to their questions.
The Impact
- Student Engagement: Thousands of students began using the Orimon AI bot to ask questions about courses, travel details, and other services offered by EF Education First.
- Positive Feedback: An impressive 4 out of 5 students reported being satisfied with the bot’s responses, highlighting the efficiency and usefulness of the system in handling inquiries.
What We Learnt:
- Customization Matters: Tailoring the bot’s responses to EF’s specific needs greatly improved user satisfaction.
- Adaptability is Crucial: The bot’s ability to handle varied student inquiries proved the importance of flexible AI that can adjust over time.
- Collaboration Counts: Close cooperation with EF during setup ensured the bot was fine-tuned to real-world scenarios.
- Automation Enhances, Not Replaces: The bot helped lighten the load, allowing human agents and automation to run hand-in-hand.
Closing Thoughts:
Orimon AI played a significant role in transforming the way EF Education First interacts with its students. By introducing an AI-powered bot capable of recognizing and responding to FAQ inquiries, EF improved the efficiency of its customer service while maintaining high levels of student satisfaction.
The Road Ahead:
EF Education First plans to expand the use of the Orimon AI bot to more platforms and websites across their global network, ensuring that students everywhere can benefit from this streamlined experience.
"The Orimon AI bot has been a game-changer for us. Thousands of students have used it, and most of them are happy with the experience. It’s great to see how technology can improve the way we assist our students in real-time." - Davide, Founder, EF Education First.