AI chatbot cuts call volume and streamlines enrollment at the Institute of Reading Development

The challenge

The Institute of Reading Development experienced a significant surge in seasonal phone calls, leading to overwhelming call volumes during their busiest periods. They sought a more efficient customer service solution that could handle the increased demand while providing a better user experience. However, they wanted more than just a traditional chatbot; they needed a tool that was engaging, flexible, and capable of truly addressing customer needs without the need for follow-up calls.

The solution

To meet these goals, TTEC Digital partnered with Microsoft to implement Microsoft Copilot Studio, creating an AI-powered interactive chatbot. This innovative solution allowed parents to easily educate themselves, explore program options, and complete enrollment — all within the same chat window. The chatbot was designed to mimic the personalized experience of speaking with a live representative, guiding users through their journey with the information they needed to make informed decisions.

The results

The implementation of the AI chatbot successfully reduced call volumes during peak periods, allowing the IRD to handle customer inquiries more efficiently. In addition, the chatbot provided valuable insights into customer motivations, helping IRD staff better understand what parents were looking for when visiting the website. The project, which would have taken much longer to complete in-house, was launched a year earlier than anticipated due to the effective collaboration with TTEC Digital.