Lola
Success story of the University of Murcia
How Spanish universities are already taking steps towards the future
Success story of the University of Murcia
What has Lola achieved so far?
+74.000
…unique conversations with approximately 25.000 students.
+75 days
…of conversation. Which is equivalent to 3h/day for 2 years.
93,4%
…successfully it has allowed to automate the majority of consultations.
Lola is an example of the university's commitment to new technologies
Jose Lujan Chancellor of the University of Murcia
The challenge
Constant, helpful and precise attention
In the enrollment and selectivity periods, literally, the SIU staff was overwhelmed (University Information Service). An avalanche of calls, emails and visits invaded the university and many of them were left unattended.. Lola attends to the students at any time, since it is not subject to any schedule.
%
Of efficiency.
Lola is what students demand:
gives you answers Immediately
Absolute disponibility: 24 hours, 365 days
Sincerity and tranquility in conversation: Being a chatbot, students don't feel judged and are totally honest
empathic communication: Lola understands the students and responds to them in a friendly and close way, without the mood swings that characterize humans.
It is integrated through voice and text
Services
Full responses in real time
A high percentage of the doubts of future students are related to the enrollment process, the publication of the EBAU grades, the review of the exams, the cut-off grades and the pre-registration process.
Lola is able to interact and understand the language used by the students, and Lola's degree of efficiency is such that, during the year, the number of interactions increases considerably related to more general university management issues.
Result
242% of additional requests resolved by Lola.
The year prior to the implementation of Lola, the SIU handled 28.000 inquiries related to the university admissions process. A large percentage of these queries have now been resolved by Lola. In her second consecutive year, she continues her success guiding future students of the University of Murcia through the admission and enrollment process.
During the 4 months that it was active in 2018 (June, July, August and September) it obtained a total of 11.988 conversations de 4.183 students and responded to 35.653 medical consultations, having maximum interaction in June.
In the months of June and July 2019, Lola has answered the queries of 5.525 users, in 12.247 conversations and 34.423 messages. She has adequately resolved 94,20% of the queries.
The months June and September represent the peaks of Lola's interactions.
Repercussion
Harvard Business Review
The double innovation
La opinión de Murcia
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You can also do it by filling out the form below or calling:
(+34) 623 02 57 67.