Boost Marketing and Sales with Conversational AI

Table of Contents

1. Introduction
2. The Problem: Enrolling More Students Using Facebook Messenger Bots
3. The Solution: Creating a Messenger Chatbot
4. The Results: Increased Enrollment and Cost Savings
5. Launching the Bot in Two Weeks
6. Handling Incomprehension in the Bot
7. Integrating with Existing CRM Resources
8. The Flow of Agent Handoff
9. Allowing Users to Skip Steps or Provide Additional Information
10. Future Improvements: Navigating Conversations and User Flexibility
11. Conclusion

Introduction

In this article, we will explore how universities can effectively enroll more students using Facebook Messenger bots. We will discuss the challenges faced by universities in educating and qualifying prospective students, and how the implementation of a messenger bot can overcome these obstacles. We will also delve into the results achieved by a specific university and the cost savings associated with this approach. Furthermore, we will learn about the key steps involved in launching a successful messenger bot within a short timeframe. Throughout the article, we will also address important aspects such as handling incomprehension, integrating with CRM resources, and the process of agent handoff. Finally, we will explore potential future improvements for navigating conversations and enhancing user flexibility.

The Problem: Enrolling More Students Using Facebook Messenger Bots

The University of the People, a non-profit educational institution with students from over 200 countries, faced a challenge when it came to enrolling more students. With a substantial Facebook following and a flood of messages from interested individuals, they needed a solution to educate and qualify these prospective students. The existing process was time-consuming, with conversations spanning several days and resulting in a significant dropout rate. The university needed a way to streamline the enrollment process and guide students towards submitting applications.

The Solution: Creating a Messenger Chatbot

To address the enrollment challenge, a messenger chatbot was developed. This chatbot engaged with prospective students from the very beginning, gaining an understanding of whether they were already students or potential new enrollees. Based on their responses, the chatbot tailored the content to provide Relevant information. For example, if a user expressed interest in a bachelor's degree in computer science, the chatbot would guide them through specific questions to determine if they met the qualification criteria. If they qualified, they would be directed to submit an application. By automating this process, the chatbot efficiently educated and engaged with potential students, ultimately increasing enrollment rates.

The Results: Increased Enrollment and Cost Savings

The implementation of the messenger chatbot yielded impressive results for the University of the People. Over a three-month period, 40,000 students engaged with the chatbot, resulting in a significant reduction in manual workload. Out of those who interacted with the bot, 51% started an application, demonstrating the effectiveness of the chatbot in guiding prospective students through the qualification process. Furthermore, 20% of those who started an application completed the entire process. The most significant outcome was a remarkable 62% decrease in the cost per lead compared to traditional methods of Facebook Advertising. This substantial cost-saving highlighted the efficiency and effectiveness of using a messenger chatbot for Lead Generation and enrollment.

Launching the Bot in Two Weeks

Contrary to initial skepticism, the implementation of the messenger chatbot was accomplished within a tight two-week timeframe. This success was attributed to proper goal definition and meticulous planning. By collaborating closely with the university's admissions team and acquiring a thorough understanding of their admissions process and decision tree, the chatbot development team was able to swiftly construct a comprehensive user journey. This journey included lead qualification, traffic generation, and a focus on the fastest way to build and launch the chatbot. The use of a point-and-click conversation builder, offered by the Smart Loop platform, played a crucial role in expediting the creation of the chatbot. This Simplified approach allowed the team to rapidly develop a sophisticated bot without the need for complex coding.

Handling Incomprehension in the Bot

When developing the chatbot, it was essential to account for instances where users might deviate from the predetermined flow or provide incomplete or off-topic responses. The current approach requires users to follow a specific order of questions, but efforts are underway to enhance conversational flexibility. Natural language processing is being implemented to better understand user intent and redirect users back to the appropriate flow. The aim is to strike a balance between accommodating user autonomy and maximizing the chatbot's ability to guide users towards enrollment.

Integrating with Existing CRM Resources

In order to optimize lead management, it is crucial to integrate the chatbot's captured information with existing CRM resources. While the University of the People is still in the process of implementing this integration, other clients have already reaped the benefits of syncing with CRM databases. This seamless transfer of information enables personalized follow-ups, such as discounts or alternative program offerings, based on the insights gained from analyzing user profiles. Pushing the captured data back to the CRM enriches the customer lead database, allowing for more targeted marketing and engagement strategies.

The Flow of Agent Handoff

Although messenger chatbots are capable of handling a vast majority of conversations, there are instances where live agent intervention becomes necessary. To facilitate this handoff, the chatbot platform incorporates an escalation process to connect users with live agents seamlessly. This process is initiated either by a user request or when the chatbot fails to understand a user's query. The chatbot captures relevant conversation snippets and transfers them to the live agent to provide context. However, due to external chat service integration limitations, achieving a complete transcript of the conversation remains a challenge. To address this, users are prompted to summarize their issue or question before being connected to a live agent. Future advancements are expected to improve the flow and enhance the transfer of conversation history to live agents.

Allowing Users to Skip Steps or Provide Additional Information

As chatbots continue to evolve, one area of focus is enhancing user flexibility within the conversation flow. Currently, the chatbot guides users through a step-by-step process, but future improvements aim to allow users to skip certain steps or provide additional information at any point. Natural language processing and advanced conversation navigation techniques will enable chatbots to adapt to dynamic user responses, resulting in a more personalized and interactive experience.

Future Improvements: Navigating Conversations and User Flexibility

As the technology advances, chatbots are expected to become more Adept at navigating conversations and providing users with greater flexibility. Smarter algorithms and enhanced natural language processing capabilities will enable chatbots to understand user intent more accurately, even when presented with incomplete or non-linear responses. This will usher in a new era of chatbot interactions, offering users a more natural conversational experience while still achieving the desired outcomes for businesses.

Conclusion

In conclusion, implementing Facebook Messenger chatbots for lead generation and enrollment is a viable solution for universities seeking to enroll more students. The success of the University of the People's chatbot in streamlining the enrollment process, increasing application rates, and decreasing costs per lead demonstrates the potential of this approach. Launching a successful chatbot within a short timeframe is achievable through careful planning and collaboration with key stakeholders. While challenges exist, such as handling user incomprehension and integrating with CRM resources, ongoing developments in conversational AI and user flexibility promise an even more seamless and personalized experience for both users and businesses alike.

Highlights

• Implementing Facebook Messenger chatbots can help universities enroll more students efficiently.
• The University of the People achieved remarkable results with a messenger chatbot, including increased enrollment and reduced costs per lead.
• Launching a chatbot within a two-week timeframe is possible with proper planning and a user-centric approach.
• Handling incomprehension and allowing for user flexibility are ongoing challenges being addressed with natural language processing and advanced conversation navigation techniques.
• Integrating chatbot data with existing CRM resources enhances lead management and enables personalized follow-ups.
• Future advancements will further improve conversation navigation and user interactions, bringing a more natural and tailored experience.

FAQ

Q: Can users skip certain steps or provide additional information outside the predetermined flow? A: While the current chatbot design encourages a specific order of questions, future improvements aim to allow users more flexibility in navigating the conversation flow. This will enable users to skip steps or provide additional information at any point.

Q: How does the agent handoff process work? A: The agent handoff process involves seamlessly transferring a user from the chatbot to a live agent. When a user requests live agent assistance or when the chatbot fails to understand a query, relevant conversation snippets are captured and transferred to the live agent for context. However, due to external chat service limitations, providing a complete conversation transcript remains a challenge. Users are prompted to summarize their issue or question to facilitate a smooth handoff.

Q: How can chatbot data be integrated with existing CRM resources? A: While the University of the People is still in the process of implementing CRM integration, other clients have already achieved success in syncing chatbot data with CRM databases. This integration enriches the customer lead database, allowing for personalized follow-ups and targeted marketing strategies based on user profiles.

Q: What are the future improvements expected in chatbot conversations? A: Future improvements aim to enhance conversation navigation and user flexibility. Smarter algorithms and advanced natural language processing capabilities will enable chatbots to understand user intent more accurately, even with incomplete or non-linear responses. This will result in a more natural conversational experience and personalized interactions.

Q&A Resources:

• University of the People
• Smart Loop