Multilingual Live Chat Implementation Case Study

This case study details the implementation of Futr AI's multilingual live chat technology at the University of Aberdeen, aimed at improving the clearing process for prospective students. The objective was to enhance efficiency and effectiveness by allowing live agents to engage with multiple inquiries simultaneously, thereby reducing response times. The technology supports six languages, including English, Chinese, and Urdu, catering to a diverse international applicant base. Key features include the ability for agents to handle several conversations at once, which optimizes their workload and minimizes waiting times for students. The system is designed to expedite decision-making, with a tagline emphasizing the goal of providing decisions in under 60 seconds. The implementation has resulted in improved user satisfaction and increased productivity among agents, demonstrating the effectiveness of chat-based communication in higher education admissions processes.