Background
Educational institutions face challenges in managing student engagement through call inquiries between students and academic coaches. High call volumes, prolonged resolution times, and a lack of actionable insights lead to inefficiencies in addressing student concerns. Additionally, unresolved issues contribute to dissatisfaction, negatively impacting retention rates and institutional reputation.
To address these challenges, HiEd Success developed an AI-powered call analysis solution, “Call Insights,” aimed at improving call resolution, extracting key insights, and enhancing student engagement.
Objectives
- Improve student engagement by analyzing call inquiries using AI.
- Identify sentiment trends and intervention opportunities.
- Enable real-time call insights for proactive academic support.
- Automate responses and reduce unresolved student concerns.
Solution: Call Insights
HiEd Success introduced an AI-driven approach to analyzing call inquiries. The platform leverages Generative AI and sentiment analysis to extract key patterns and emotional cues from student conversations. Key features include:
- AI-Powered Call Analysis:
- Records and transcribes student-coach calls.
- Analyzes student concerns and categorizes them based on urgency and sentiment.
- Records and transcribes student-coach calls.
- Sentiment Analysis & Insights:
- Classifies calls into sentiment categories (negative, neutral, positive).
- Identifies key emotional triggers such as frustration, anxiety, optimism, and hopefulness.
- Provides real-time feedback on student concerns, allowing for quicker interventions.
- Classifies calls into sentiment categories (negative, neutral, positive).
- AI Chatbot & Agent Support:
- Deploys AI-driven chatbots to assist students with common inquiries.
- Integrates AI agents to proactively address unresolved concerns through follow-ups.
- Deploys AI-driven chatbots to assist students with common inquiries.
- Call Inquiry Insights & Dashboard:
- Offers administrators and coaches a comprehensive dashboard to track call trends.
- Provides visual analytics on call volume, resolution rates, and satisfaction levels.
- Offers administrators and coaches a comprehensive dashboard to track call trends.
Key Findings & Results
- Sentiment Trends:
- Common negative sentiments include frustration, confusion, and stress.
- Many students express “hopeful but concerned” or “frustrated yet optimistic” feelings.
- Positive sentiments include reassurance, encouragement, and relief.
- Common negative sentiments include frustration, confusion, and stress.
- Resolution Gaps Identified:
- Some calls remain unresolved due to lack of follow-up.
- Counselors sometimes struggle to maintain a professional tone, impacting student perception.
- Missed call-back opportunities and voicemail interactions lead to dissatisfaction.
- Some calls remain unresolved due to lack of follow-up.
- Efficiency Gains:
- Reduces call resolution time by automating routine inquiries.
- Increases intervention success rate through AI-driven follow-ups.
- Improves student satisfaction through personalized support.
- Reduces call resolution time by automating routine inquiries.
Impact on Student Success & Institutional Growth
- Retention & Engagement:
- Identifying at-risk students early allows for timely interventions, reducing dropout rates.
- Identifying at-risk students early allows for timely interventions, reducing dropout rates.
- Operational Efficiency:
- AI-assisted call analysis reduces administrative workload, enabling coaches to focus on high-priority cases.
- AI-assisted call analysis reduces administrative workload, enabling coaches to focus on high-priority cases.
- Data-Driven Decision Making:
- Real-time insights empower institutional leadership to enhance policies and student engagement strategies.
- Real-time insights empower institutional leadership to enhance policies and student engagement strategies.
Why Choose HiEd Success?
- Expertise in AI & Analytics: Our team specializes in AI-powered solutions tailored for higher education, ensuring seamless integration with existing systems.
- Proven Track Record: With years of experience supporting universities and colleges, HiEd Success delivers innovative and results-driven solutions.
- Customization & Scalability: Our Call Insights solution is adaptable to various institutional needs, providing flexibility and long-term growth opportunities.
- Commitment to Student Success: Our focus is on enhancing student engagement, retention, and institutional efficiency, ensuring a superior student experience.
Target Audience
- Higher education institutions seeking to improve student engagement and retention.
- Enrollment and admissions teams looking to optimize recruitment strategies.
- Academic coaching and advising teams aiming for efficient student support.
- Institutional leaders and decision-makers focused on data-driven engagement strategies.
- Marketing departments interested in utilizing AI insights for targeted outreach and communication strategies.
Conclusion
The implementation of Call Insights revolutionized the way student inquiries are handled. AI-powered sentiment analysis, real-time insights, and automated interventions significantly improve student engagement, reduce resolution times, and enhance overall institutional efficiency. By leveraging AI-driven call insights, educational institutions take a proactive approach to student success, ensuring better academic support and a more seamless student experience.