In today’s constantly evolving world, organisations of all shapes and sizes are constantly on the lookout for ways to optimise their operations and enhance customer experience. The University of Galway, Ireland was no exception to this.
Similar to other universities worldwide, it faced numerous challenges brought to the fore by the pandemic – an overstretched Student Support workforce, anxious students needing personalised support, and data siloes across the organisation.
The University needed a scalable and easy-to-use solution that would save time and resources while also delivering top-notch, on-demand student support services. This is where Galvia came in.
We integrated Artificial Intelligence (AI) into the University of Galway student support team, which yielded remarkable results. There was a 40% reduction in repetitive manual tasks, which saved over 1500 staff hours. Moreover, the AI system addressed over 20K student queries, with 84% of those being resolved instantly.
Read the success story in full here.
We developed Cara – an AI-powered virtual assistant that operates around the clock to provide students with on-demand support and resources anytime, anywhere.
- 24/7 support through automated query response
- Go-to source for information and assistance
- Personalised well-being support for students
Cara’s mission transcends that of a regular chatbot. Acting as a virtual friend and guide, Cara is committed to providing personalised support throughout a student’s university journey. With a focus on going above and beyond, Cara is dedicated to ensuring that each student receives tailored assistance that meets their unique needs.
Unlocking Staff Potential
Cara is a welcomed member of the student support team. The AI technology has had a significant impact on the workload of university staff. By automating many of the repetitive tasks involved in student support, such as answering common queries and providing basic information, staff are freed up to focus on more strategic and impactful work. This means that the University of Galway can provide a higher level of support to students, without placing an additional burden on staff members.
The AI platform has made a remarkable impression, as confirmed by Josephine Walsh, Head of Student Projects at the University of Galway.
“Cara has taken a huge amount of queries, equivalent to a physical space with three people working there. That gives you an idea of the time our team has saved responding to repetitive questions.”Josephine Walsh
With Cara doing the heavy lifting, the University’s staff can focus on more important things, like engaging with students on a personal level. By automating repetitive and time-consuming tasks, Artificial Intelligence can allow staff to focus on higher-level activities that require human expertise and creativity, such as research, mentoring, and community engagement. This shift in focus can lead to increased job satisfaction and more meaningful work for staff.
AI can provide real-time insights and analytics that help staff optimize their workflows and make data-driven decisions. For instance, it can assist in identifying areas where students may be struggling and provide personalised support and resources to address those challenges, thereby improving student outcomes and enhancing the overall university experience.
Automating routine tasks with Artificial Intelligence can also improve operational efficiency and reduce the likelihood of errors. With AI-powered solutions like Cara, institutions can streamline their processes, automate repetitive jobs, and offer personalized real-time support to their students.
Embracing The Future
The development of a virtual assistant like Cara is just the starting point for the university’s digital transformation journey. Through our collaboration with the University of Galway, Galvia inspired the student services team to explore new and innovative ways to use AI to further improve the student experience and establish the University as a trailblazer in culture, creativity, and innovation. This partnership has only just begun, and the potential for future AI solutions is limitless.
Ready to welcome AI to the team?
Download our free guide on How to Get Started with AI-powered Student Engagement.