Client Overview
Company: NMIMS (Narsee Monjee Institute of Management Studies), one of India’s premier higher education institutions.
Objective: Automate student engagement and streamline inquiry handling through an intelligent AI-powered chatbot.
Goal: Improve lead capture, reduce response times, enhance communication accuracy, and free up staff to focus on high-value student interactions.
Need: A scalable AI solution to handle large volumes of student queries across platforms, offer real-time support 24/7, and integrate seamlessly with existing admissions systems.
Challenges
- High Response Time: Delays of 6–12 hours in replying to student inquiries led to missed opportunities.
- Repetitive Queries: Staff were burdened with answering similar questions repeatedly, reducing efficiency.
- Missed Follow-Ups: Manual processes caused communication gaps and lead leakage.
- Inconsistent Information: Different sources provided varying responses, creating confusion among students.
- Limited Support Hours: No live support outside business hours, impacting experience for global and working applicants.
Our AI Chatbot Solution
- 24/7 Real-Time Student Support: AI assistant responded instantly to queries regarding admissions, programs, fees, eligibility, and campus life.
- Seamless Integration: Embedded into NMIMS’s website and student portal for effortless access.
- Advanced NLU: The chatbot handled complex, context-rich queries with high accuracy and relevance.
- Lead Capture & CRM Sync: Automatically collected student leads and synced them with the admissions team’s CRM system.
- Multilingual Support: Enabled broader accessibility for applicants across India and internationally.
- Automated Scheduling: Booked appointments with counselors based on availability and student needs.
Benefits Realized
- Faster Response Times: Reduced from 6–12 hours to <5 seconds, available 24/7.
- Higher Query Resolution: Automated resolution rate climbed to 93%, up from 65%.
- Reduced Workload: Staff workload dropped by 40%, allowing for more focused outreach.
- Better Lead Conversion: Lead conversion rate rose from ~18% to 34%, increasing enrollment efficiency.
- Improved Satisfaction: Student satisfaction scores rose by 60% due to faster, more accurate responses.
Conclusion
Exult’s AI-powered chatbot revolutionized NMIMS’s student engagement strategy, enabling scalable, real-time support for prospective and current students. With dramatically improved response speed, resolution quality, and lead capture, NMIMS is now equipped to deliver a modern, tech-forward experience for digitally native learners.
- <5-second average first response time
- 93% automated query resolution rate
- 34% lead conversion rate (up from ~18%)
- 40% reduction in staff workload
- 60% increase in student satisfaction
With this intelligent automation in place, NMIMS is setting new standards in student engagement while preparing for continued growth in a digital-first academic world.
