customer story
customer story
Chevening reduced TAT to responses from 3 days to <3 seconds
Steph Benley
Steph Benley
Senior Communications Manager at Chevening Awards
Senior Communications Manager at Chevening Awards
89K
89K
89K
Chats handled
Chats handled
Chats handled
4.8
4.8
4.8
CSAT
CSAT
CSAT
1960%
1960%
1960%
ROI
ROI
ROI
About company
Chevening is the UK government’s prestigious global awards programme, funded by the Foreign, Commonwealth, and Development Office (FCDO). It supports exceptional individuals with leadership potential from over 160 countries to pursue postgraduate studies in the UK. Established in 1983, Chevening has a strong global network of over 55,000 alumni, offering full or partial funding for one-year master’s degrees.
The Challenge
Chevening faced a significant challenge in managing the high volume of inquiries from prospective applicants. Their website frequently received visits from applicants seeking details about the scholarship program and eligibility requirements.
If applicants couldn’t find the necessary information, they would fill out a ‘Contact us’ form to submit their query; and wait for a response to proceed.
On average, Chevening processed around 10,000 form submissions each month, with spikes during admission periods. A majority of these inquiries were repetitive, consisting of frequently asked questions about the program, eligibility, and application deadlines.
This growing workload was putting increased pressure on staff, which prompted Chevening to look for a solution that could deliver faster answers and reduce the number of support tickets.
Chevening faced a significant challenge in managing the high volume of inquiries from prospective applicants. Their website frequently received visits from applicants seeking details about the scholarship program and eligibility requirements.
If applicants couldn’t find the necessary information, they would fill out a ‘Contact us’ form to submit their query; and wait for a response to proceed.
On average, Chevening processed around 10,000 form submissions each month, with spikes during admission periods. A majority of these inquiries were repetitive, consisting of frequently asked questions about the program, eligibility, and application deadlines.
This growing workload was putting increased pressure on staff, which prompted Chevening to look for a solution that could deliver faster answers and reduce the number of support tickets.
The Solution
WotNot provided Chevening with a customized AI solution to address their needs. The AI chatbot was trained using a knowledge base of past email responses from Chevening’s team, allowing it to understand and respond to common inquiries.
A chatbot flow was then set up to engage proactively with visitors on applicant-specific pages on their website. Since chat widgets offer instant replies, applicants naturally started asking the AI chatbot their questions. The chatbot, in turn, generated responses based on the knowledge base it had been trained with.
After receiving a response, applicants were asked if their question was resolved. If not, the AI chatbot directed them to fill out a form for further assistance, which was taken up manually.
WotNot also implemented a feedback feature, where applicants could upvote or downvote the chatbot’s responses, helping Chevening gauge the accuracy of the answers. The Chevening team regularly reviewed the downvoted responses and used the ‘Custom answers’ feature to adjust the AI’s replies to be more specific.
As a result, applicants began receiving answers within 3 seconds, available 24/7, significantly improving the overall response time and experience.
WotNot provided Chevening with a customized AI solution to address their needs. The AI chatbot was trained using a knowledge base of past email responses from Chevening’s team, allowing it to understand and respond to common inquiries.
A chatbot flow was then set up to engage proactively with visitors on applicant-specific pages on their website. Since chat widgets offer instant replies, applicants naturally started asking the AI chatbot their questions. The chatbot, in turn, generated responses based on the knowledge base it had been trained with.
After receiving a response, applicants were asked if their question was resolved. If not, the AI chatbot directed them to fill out a form for further assistance, which was taken up manually.
WotNot also implemented a feedback feature, where applicants could upvote or downvote the chatbot’s responses, helping Chevening gauge the accuracy of the answers. The Chevening team regularly reviewed the downvoted responses and used the ‘Custom answers’ feature to adjust the AI’s replies to be more specific.
As a result, applicants began receiving answers within 3 seconds, available 24/7, significantly improving the overall response time and experience.
The Results
Chevening quickly realized the value of the AI chatbot after its launch, as applicants began engaging with it and receiving responses in under 3 seconds.
Immediate impact figures within 70 days of its launch:
89K chats handled
94% answer accuracy
1960% ROI
4.8 CSAT
4.45K hours saved
$111K cost saved
Following the success of the AI chatbot, Chevening began exploring additional ways to integrate it into other parts of their business operations, with plans to expand its use across the entire website.
Chevening quickly realized the value of the AI chatbot after its launch, as applicants began engaging with it and receiving responses in under 3 seconds.
Immediate impact figures within 70 days of its launch:
89K chats handled
94% answer accuracy
1960% ROI
4.8 CSAT
4.45K hours saved
$111K cost saved
Following the success of the AI chatbot, Chevening began exploring additional ways to integrate it into other parts of their business operations, with plans to expand its use across the entire website.
