As graduation season approached at Cal State LA, anticipation grew among students and their families. It was a moment to recognize years of dedication. For the university’s commencement office, however, it was a busy time with many inquiries to handle. This year, they introduced a new tool to help manage the load – GradChat by MarchingOrder.
Introducing GradChat
MarchingOrder introduced GradChat, an AI-powered chatbot designed to improve the commencement experience. Integrated into the university's commencement website, GradChat was ready to provide quick and accurate responses to all graduation-related questions. Cal State LA agreed to pilot this innovative tool from March 12th to May 21st, 2024.
The Impact of GradChat
As the pilot period began, GradChat went live, and the commencement office noticed a change almost immediately. Graduates and their guests, who usually waited for responses, were now getting instant answers.
Key Metrics
During the two-month pilot, GradChat engaged in 840 sessions, averaging 1.5 interactions per user. It efficiently handled questions about livestreams, parking, regalia, extra tickets, GradPass, bag policies, and allowed/prohibited items.
GradChat’s response accuracy was impressive, with over 70% of interactions achieving a confidence score above 90%. This high level of precision ensured that users received the correct information quickly.
Reliability and Availability
GradChat’s reliability was a standout feature. It was available 24/7 without any interruptions, ensuring that information was accessible whenever needed. This constant availability was particularly beneficial during peak times when the commencement office would typically be overwhelmed.
Efficiency Gains
Before GradChat, the commencement office received 30 to 50 emails daily about ticketing alone, each taking 8-10 minutes to address. After GradChat’s introduction, daily emails dropped dramatically to 5 to 10. This reduction translated to significant time savings – approximately 320 to 400 minutes (5.3 to 6.7 hours) each day.
This saved time allowed staff to handle more complex issues and improve overall service quality. Financially, the reduction in email responses saved the university approximately $3,780 per staff member over the nine-week commencement period.
The Verdict
The feedback from CSULA’s commencement director, James Cuaresma was very positive. “GradChat significantly reduced our email volume. The tool was incredibly helpful,” he shared. When asked if they would recommend GradChat to other institutions, their response was a clear “Yes.” The project provided excellent returns on investment in terms of time, money, and resources.
Looking Ahead
The pilot deployment of GradChat at Cal State LA was a success, demonstrating its potential to improve university commencements. GradChat not only streamlined communication but also offered significant cost savings and efficiency gains. Its high accuracy, reliability, and user satisfaction make it a valuable asset for any university.
For universities looking to enhance their commencement processes, GradChat is a practical solution. Discover how this tool can improve your institution's graduation experience. Contact MarchingOrder today to learn more about how GradChat can help.
With tools like GradChat, MarchingOrder gives you the power to strip out unnecessary steps in the end-of-study experience so every graduate can walk.
