FSW looked to Ocelot’s AI-powered Communication Platform for its multi-channel communications strategy with the goal of moving students from the phone channel to SMS texting and then to chatbot and live chat. Ocelot gave FSW a way to automate answering student inquiries in a controlled way while maximizing existing technology investments to create a single source of truth across student communication — providing accurate, compliant answers to student inquiries no matter the channel or department they engaged. Chatbots were trained on a knowledge base built with human oversight and that same knowledge base was made available to live agents to get real-time recommendations based on what students were asking.

It was important to FSW that the student experience was the center of its Ocelot implementation. As such, a critical part of the roll out was activating a robust marketing campaign to increase awareness of the new support options. Also fundamental was the platform’s ability to integrate with on-campus systems. By integrating with Banner, FSW’s student information system, Ocelot’s Communication Platform could more effectively personalize interactions with students and prospects in every channel — providing individualized guidance across engagements and instantly accessing key insights to guide conversations