Case study: How call center wait times was reduced 97% by Oracle  

Increase Landing Page Conversions

“A 40:00 hold is a great start to a call!” (Said no agent ever.)

The release of senior school exam results in the summer is a peak time for university service centers, when prospective students wish to enquire if they have the right grades to get into their desired course.

To meet this peak demand, the University of Adelaide brought in Rubicon Red, an Oracle cloud provider and consultancy, to build a chatbot based on artificial intelligence (AI) that would be used as the first line of support when calls came in, relieving the pressure on human agents. The result has been a success with wait times cut by 97%—making life simpler on both ends of the line.

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