University of Massachusetts Amherst Launches “Sam,” a Financial Aid Chatbot, Powered by Ocelot
January 27, 2020
“Sam” Provides Students with Self-Service 24/7/365 at the Financial Aid Office, Saving Staff Time and Improving Customer Service.
Ocelot’s Extensive Knowledgebase and Video Library provided University of Massachusetts Amherst with an Unrivaled Starting Point for Customization, enabling easy maintenance.
BOULDER, CO – Ocelot, the nation’s largest Software-as-a-Service (SaaS) provider of multilingual Artificially Intelligent chatbots and videos to higher education, announced today that a new school has launched a conversational chatbot on its easy-to-use platform.
University of Massachusetts Amherst is the latest institution to take advantage of Ocelot’s extensive knowledgebase and unrivaled library of online video content to launch their own chatbot.
Lauren Lamica, Interim Director of Financial Aid, said, “Our Customer Service and Counseling team is quite happy with ‘Sam’. Sam isn’t a replacement for a financial aid counselor, but he is a huge step up over a basic website, especially insofar as the chatbot functions as a user-directed FAQ. It’s been a great ‘first stop’ for students and families with general questions and a nice resource to have on hand to make our website feel more friendly and useful. Our team also appreciates that Sam is ‘on’ 24/7 to help students and families navigate our website and get general information.”
“Our unique chatbot platform is enabling schools like University of Massachusetts Amherst to build powerful chatbots with little-to-no IT resources,” said Kevin O’Shea, Ocelot’s Chief Technology Officer. “Our extensive knowledgebase and video library provide an unrivaled starting point for customization, with enterprise-grade Natural Language Understanding technology ensuring users can quickly find the answers they need.”
School chatbots built on Ocelot’s platform are mobile friendly, WCAG AA 2.0 accessible, and can be deployed across student service departments and One-Stops.
Schools choose to build chatbots on Ocelot’s Chatbot platform in order to:
- Support Enrollment and Retention Initiatives
- Improve Customer Service
- Reduce Phone Calls and Wait Times
- Replace Live Chat services or supplement them after-hours
- Support Student Self-Service
- Ensure Consistency of Answers
- Save Staff Time
- Promote Financial Literacy/Debt Education
Founded in 2003, Ocelot (formerly known as FATV) is the nation’s largest SaaS provider of Multilingual Artificially Intelligent Chatbots to higher education. The customizable Ocelot platform includes an unrivaled knowledgebase of content, including over 16,000 knowledgebase Q&A, and over 2,000 explainer videos. Ocelot answers over 97.5% of chatbot interactions without the need for human intervention with over 40% of conversations conducted after standard business hours. Schools deploy Ocelot to improve enrollment yield and retention, support student services, and further financial literacy/debt education. Visit ocelotbot.com to learn more.