University of British Columbia

Case Study

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University of British Columbia

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Ranked among the 40 best universities in the world, The University of British Columbia (UBC) has over 45,000 students enrolled.

IntelliResponse deployment results include:


>>   84% of all student questions answered with 1 right answer 24x7
>>   Over 2 million questions asked
>>   25 headcount savings in future staff needs
>>   85% reduction in email volumes, facilitating dramatic improvements in\
       level and quality of live interactions by student services staff

Enbridge Inc. is a leader in energy transportation and distribution in North America and internationally. Enbridge Gas Distribution is owned by Enbridge Inc., and has a 160-year history as Canada's largest natural gas distribution company. Enbridge owns and operates distribution services in Ontario, which distribute natural gas to more than 1.9 million customers. With IntelliResponse, they have achieved the following business benefits

•Currently experiencing 97% accuracy, delivering “One Right Answer” to customer on-line questions
•Consistent customer experience across service channels
•Valuable “Voice of the Customer” data
•Reduced customer service costs & enhanced customer satisfaction