NWOSU Student Support Enhancement Case Study

This case study documents the implementation of the Mongoose Conversation Intelligence Platform at Northwestern Oklahoma State University (NWOSU) to enhance student support services. The initiative, led by Lisa Cline, Title III LASSO Project Director, aimed to address challenges such as an outdated website and ineffective communication methods. The deployment of a chatbot and live chat integration has allowed NWOSU to provide real-time support and 24/7 availability for students. The case study outlines key strategies used in the implementation, including monitoring chat data to identify common inquiries and promoting the chatbot during student orientations. The chatbot not only assists with frequently asked questions but also directs students to the LASSO Center for personalized support. The results indicate improved engagement and responsiveness, particularly for students needing assistance outside traditional office hours. Future plans include integrating more resources into the chatbot and expanding its use throughout the student lifecycle, reinforcing NWOSU's commitment to student-centered support.