Galvia is working with one of Ireland’s leading universities, the University of Galway (Formerly NUI Galway), to upgrade their student services with a pioneering AI-powered platform.
Josephine Walsh, Head of Student Engagement Projects, shares the University’s experience of working with Galvia and how AI is supercharging their student’s experience.
Walsh explains that the first step of their collaboration with Galvia was the creation of a conversational AI chatbot for web and mobile, named Cara (meaning friend in Gaelic), and is available 24/7/365 days of the year. Learn the Four Steps to Transforming Student Engagement with AI.
Cara’s principal purpose was to help alleviate the high number of frequently asked questions efficiently and effectively as well as serve as a one-stop shop for information.
However, because of its reliability and its data analytics, Walsh quickly realised that Cara was becoming a “finger on the pulse” of students’ most immediate needs in real-time.
“In the time that Cara has been running so far” explains Walsh, “Cara has taken a huge amount of queries, equivalent to a physical space with three people (working) in there. That gives you an idea of the time our team has saved in responding to repetitive questions”.
Cara is still working when the physical offices are closed. Walsh explains that the analytics presented to them by Galvia on usage trends allows them to see Cara is responding to queries around the clock.
“Students are asking questions at six am, at seven am, at two o’clock in the morning, and at six am – they wouldn’t get too many staff working at that time!”
So Cara begins to fill the role of a virtual assistant more than just a chatbot. Now student services have more time to focus on what matters most – serving and encouraging students through every step of their university experience.
Your Own Virtual Assistant
Indeed Walsh explains that working with Galvia has broadened their horizons on how AI-powered platforms can support student engagement. She is excited to continue on this digital transformation journey and to position the University stronger as a leader in culture, creativity and innovation.
“Becoming a virtual assistant to the students; prompting them when a deadline is coming up; telling them, you know, reminding them about an assignment; telling the book has come into the library; we’ve seen very very few other universities do that and we want to be in that number you know, and we want to be that university that others benchmark against” says Walsh.
Working with Galvia
University of Galway chose Galvia as their digital transformation agent because: “They shared a vision for something more than what we were starting out with.”
What has been most surprising to Walsh is how the Content Management System (CMS) behind Cara offers them complete control over the content that Cara delivers.
“There was a lot of learning and we now have something that we have complete control over, we have control over the content, we’ve good analytics from that, telling us a story around what’s going on in our student’s life and that’s been really valuable” concludes Walsh.
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