UBC Okanagan Reduces Student Wait Time by 30% with Comm100

4 – Departments
99.69% – Chats fielded by bot (now AI Agent)
4.24 / 5 – Live chat CSAT

UBC Okanagan (UBCO) is a campus of the University of British Columbia, located in Kelowna, British Columbia, Canada. Its relationship with Comm100 began when the university’s IT team was persistently approached by several departments looking to adopt live chat and chatbot to improve their support quality and efficiency.

After thorough vendor analysis, UBCO chose to partner with Comm100, launching the platform across four departments – IT Support, Student Services, Academic Career Development, and Student Records & Financial Services.

Academic Career Development adopted Comm100 Omnichannel, launching Comm100 Live Chat, AI Chatbot (now AI Agent), Queue Management, and Booking. This is now allowing them to triage requests to maximize self-service and minimize agent and advisor support.

Simple queries are automated by Comm100 Chatbot and then efficiently passed to a live agent when needed. If more expert help is required, the student can join a waiting line via Comm100 Queue to speak with an advisor, and then be offered the option to book a meeting through Comm100 Booking. This structured resolution journey increases the team’s bandwidth, in turn reducing wait time and improving student satisfaction

IT Support, Student Services, and Student Records & Financial Services have all adopted Comm100 AI Chatbot to automate routine requests. This is freeing up agent time, increasing support capacity, and improving response times.