IMF

Who is IMF?

IMF is a professional business school, leader in higher education.

IMF is Smart Education for people who lead change by making a real impact at all levels of society.

They have more than 900 of their own training programs in online or classroom mode. They also have an innovative educational platform that includes technological tools so that students can connect from anywhere in the world.

IMF has a total of more than 140,000 graduates and an employability rate of 99%. Its mission is to guarantee access to a new international quality educational model, capable of generating value in society.
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What did IMF need?

Improve communication with the student

• Bringing the student closer to the company, being able to offer the exact information that the student demanded or needed.
• Download the support channel.
• Preventing many students from being left without an answer or taking a long time to get one.

At IMF they have developed a student portal so that students can get all the information they need about the courses and masters they offer. This information may include:

• Doubts and questions about certain programs.
• Acquisition of degrees.
• Scholarship applications.
• Jobs and internships.
• Evaluation and grading management.

Due to the high volume of students, the customer service team needed help due to the high volume of daily queries on the platform.

In order to service all students immediately and correctly, it was imperative to find a solution that would automate the process, save costs and provide a good service to the student.

What was the solution?

Simplify processes and automate as many actions as possible.

Our partner Sagitaz, developed a chatbot based on a level 3 FAQ’s template (categorized questions and answers), organized in lists of messages and categories all the knowledge that the student could need.

The tool, once the requests were received and managed, integrated each of the conversations with the students with Zoho Desk within its customer service system.
La herramienta, una vez recibidas y gestionadas las solicitudes, dentro de su sistema de atención al cliente integraba con Zoho Desk cada una de las conversaciones con los alumnos.

With the chatbot all this is done automatically: it provides the answer to the students or sends them the link where they can find it.

For more complex cases, a handover protocol to the support team has been established. The management is done manually through Zoho Desk.

In this way, the main objective of reducing the workload is met and a service that responds instantly regardless of schedules is offered.

The project is already activated and offers a complete chatbot that automates student support processes without requiring human intervention in most cases.