AI CHATBOT CASE STUDY
2AI customer agent for HACIC Education System
We built a AI chatbot that helps HACIC answer student and parent inquiries around the clock, using its own knowledge base and connecting directly with Messenger and Zalo OA.
Introduction
We created an AI customer service chatbot solution for HACIC Education System, and English Language School based in Quy Nhon, Vietnam.
What is HACIC Education System?
HACIC Education System is an English as a Second Language school located in Quy Nhon, Vietnam. The schools is a very well respected part of Quy Nhon community with over 18 years of existence.
HACIC Education System stands out through its focus on high quality IELTS test preparation and training, as well as functioning as a certified IELTS test center.
For more information about the language center, please go to their website: https://tienganhhacic.com/
The issues HACIC wanted to solve
HACIC Education System approached us with a set of challenges requiring a solution:
- Customer inquiries received no response outside of standard business hours.
- Staff capacity was stretched thin, as team members were frequently occupied with competing priorities, limiting their availability for customer engagement.
- Communications with customers lacked consistency in both messaging and tone.
- There was no established system for capturing and managing lead information from customer interactions.
The AI chatbot we built for HACIC
HACIC outlined clear requirements for their AI chatbot: the solution needed to operate seamlessly across all communication channels—specifically, Messenger and Zalo OA—while providing 24/7 availability. It was essential that the chatbot deliver accurate, courteous, and consistent responses to customer inquiries, and also possess the ability to seamlessly escalate complex issues to human consultants when necessary.
Key features of AI chatbot implementation:
- Advanced Hybrid Search Knowledge Base (including semantic and keyword search)
- Messenger and Zalo OA integration
- Automatic bot stand-down when an admin enters a chat
- Dashboard with on-off switches for each channel
- Seamless handoff to human admin when needed
- Automatic weekly updating of the knowledge database
The feedback we received from HACIC
After some initial adjustments of the chatbot’s responses, we have received only positive feedback from HACIC Education System about their chatbot solution.
“The AI chatbot developed by UNLOQ AI has enabled us to achieve greater consistency in our customer service while simultaneously freeing up our team to focus on more critical tasks.”
—HACIC Education System
Want your own AI chatbot solution?
Want to start saving time and money, while at the same time getting your customer messaging consistent? Contact us today for your own customized AI chatbot solution!
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