Education News

University of British Columbia (UBC) Signs Enterprise Agreement

Ranked among the 40 best universities in the world, The University of British Columbia (UBC) has over 45,000 students enrolled. Since August 2003, IntelliResponse has been an important part of UBC’s web presence. Due to the huge success of the IntelliResponse web self-service solution, UBC has now signed a 5 year agreement that allows the University to deploy the solution campus wide.

Since inception, UBC’s “Ask Me” service has answered over 2 million questions with One Right Answer. Estimating that a staff member would have taken about five minutes to answer a question prior to the software’s arrival, implementing IntelliResponse has saved 125,000 hours of work for UBC Student Services staff. That equates to about 42,000 hours each year, or about 25 full-time staff. “Since we’ve started using Ask Me, we’ve seen an 85% reduction in the number of emails coming in,” says Marianne Schroeder, Assistant Registrar, Student Relations and Strategic Initiatives at UBC. “What used to take weeks for busy staff to answer a student’s question has now been reduced to 24-48 hours.” With staff members not having to deal with run-of-the-mill, repetitive questions, they can now be redeployed to serve students’ specialized questions and give them more personalized service.

“Since implementing Ask Me @ UBC, we’ve become so much more efficient and can focus on providing top quality services to our students,” concludes Schroeder. “Today’s

Students want 24/7 access to accurate information and we couldn’t address these needs without IntelliResponse.”

A complete case study of UBC is available on the IntelliResponse web site.

About IntelliResponse
IntelliResponse is an award-winning technology helping organizations manage and answer high volume questions from its online visitors. Unlike traditional website search tools that force visitors to hunt and peck through a dizzying number of possible answers that are often confusing and ambiguous, IntelliResponse delivers One Right Answer to each question. The visitor experience is greatly enhanced, messaging is targeted and consistent, and every interaction is captured by a 24x7 research agent then transformed by a rich reporting suite into actionable business intelligence.

With over 140 implementations, IntelliResponse has answered nearly 30 million inquiries with One Right Answer, reduced call and email volumes by up to 90%, and optimized the productivity of call center support staff.

The largest corporations and higher education institutions in the World trust their web self-service to IntelliResponse, and include TD Canada Trust, ING Direct, American Express, Scotiabank, The Ohio State University, Penn State University and Johns Hopkins.

For more information, please contact:
Paul Smith - IntelliResponse
psmith@IntelliResponse.com,
T: (416) 214-9337 x242