University of Hertfordshire - We engaged higher education students through a whole new platform
1.2 billion people per month use messenger apps. Students are leading the way in this new era of conversation.
The Challenge
The University of Hertfordshire wanted to improve how prospective students accessed key information and engaged with the university. They needed an always-on Facebook Messenger chatbot that could answer questions, support decision-making and help drive more open day and campus tour registrations.
Student-Led Engagement
Prospective students needed a way to speak to the university on their own terms
24/7 Information Access
The chatbot had to provide accurate information on courses, accommodation and campus visits at any time
Increasing Registrations
The solution needed to make it easier for students to book open days and campus tours
What We Delivered
We began by selecting a chatbot platform that could integrate with the university’s existing systems while providing the best possible experience for prospective students.
Conversation journeys were mapped out in detail and refined through an iterative process before sign-off. The chatbot, Jet, was then built using Chatfuel, with Google Dialogflow AI integrations added to help understand the context and intent behind each user conversation.
Further integrations were added with Campus Management and Gecko forms, allowing students to book an open day or campus tour directly within the chatbot.
The Result
In the first six months after launch, Jet handled over 2,600 conversations with prospective students and parents.
The most popular topics included accommodation, specific course information and open day details, showing that the chatbot was answering the questions that mattered most to students.
Most importantly, the University of Hertfordshire saw a 10% increase in open day bookings, supported by Jet’s always-on, conversational experience.
How We Work
A proven process that delivers results, from discovery to continuous improvement.
Thinking about a similar project?
We map your user journeys, design for clarity and ease, and connect your digital experience to your operational workflows, so users, teams, and partners get an experience that works first time.
