4 Areas of Your Salesforce+AI Process Architecture
Learn the key concepts and understand the process for integrating Salesforce and AI from an architecture point of view.
June 26, 2024
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What?
Learn how to use AI in the student lifecycle from inquiry to enrollment and beyond.
Who?
Salesforce admins, architects, and business leaders working in HigherEd want to bring AI into the process.
Why?
Reduce the manual work for admissions teams.
Provide a better experience for students.
Offer useful insights through automated data analysis and sentiment analysis.
What can you do with it?
Handle Initial Inquiries Automatically: Use Einstein Chatbot to answer common questions and provide information anytime.
Make the Admissions Process Smoother: Use AI to manage more complex inquiries and schedule appointments with the admissions team.
Improve Communication: Use insights from conversations to tailor marketing and communication strategies.
The student lifecycle starts with inquiries, progresses through application and enrollment, includes ongoing support and learning, and continues with alum engagement.
Let’s see how AI can impact each lifecycle stage and help Luke and other departments.
Read more on AI for HigherEd here
Let’s take Luke as an example. He is a recent high school graduate looking for universities that offer engineering programs.
One day, he stumbled upon an awareness-paid program your university ran and ended up on your website.
Luke knows little about your university or the programs you offer. He wants to do his own research.
His questions are:
For these questions, you don’t want your admission counselor to jump on and help Luke when they are already handling other applicants who are more serious about getting into the university.
In this situation, you can use your Salesforce Einstein chatbot with AI as a digital admission counselor or guide to help Luke get answers to his questions. AI can, with the help of RAG, review your knowledge base, PDFs, and internal documents and get Luke answers to his queries.
You can also have the same for international students and answer their queries in their language so they can get a response from the admission team before 12 hours.
Now, Luke has gone through other universities, and he is showing deep interest in your uni.
This time, he has some complex questions:
Your Einstein Chatbot with AI can now answer some of those questions, but Luke wants to talk with the admission counselor for more details.
Now, your chatbot can schedule a meeting with the admission counselor.
The admission counselor has no idea about Luke, what questions he asked, and how he feels about the admission process. Is he frustrated with the bot experience or whatnot?
AI can help your Admission counselor navigate the CRM and view a summary of the conversation, cases, and how AI has enhanced his experience so far.
This will give a complete overview of Luke and what he seeks from the upcoming meeting. It will help the admission counselor prepare accordingly and help him get into the university.
After a good conversation with the counselor, Luke felt confident about your university and enrolled in the engineering program.
Now, he has different sets of questions to ask the teaching faculty and student administration, such as
Luke has a busy schedule. Between his studies, extracurricular activities, and internship, he doesn’t have time or energy to go to the admin office to ask about the fees or teach faculty about the grades.
Now, with AI in your Salesforce, you can get Einstein Chatbot to answer questions related to Luke only, such as his grades, fees, course information, etc.
With this, you have given Luke a personal support bot, and he doesn’t have to spend an hour or two in the admin or faculty office. Also, the admin and teaching faculties don’t have to answer the basic questions they have already added to the students’ records in Salesforce CRM.
Luke has graduated and become an alum of your university; he is now looking for transcripts and references.
Instead of going to the admin office, he can go to your Einstein Chatbot and ask for the transcript and references, which the AI can extract from his record.
With this, it has reduced the manual effort and workload of the admin teams.
This is how AI can help students like Luke, admission, admin, and other teams get what they want without the manual effort.
Implementing AI through Salesforce Einstein Chatbot and GPTfy has significantly improved the student experience and reduced manual effort.
Here’s a look at the before and after scenarios for Luke, a prospective student, highlighting the benefits and cost savings achieved through AI integration.
| Aspect | Before AI (Today) | After AI (Tomorrow with GPTfy) |
|---|---|---|
|
Student Experience |
Manual/Slower; 600 agents for basic chat |
Automated/Better; 500 agents or less for more capable chat |
|
Support Cost |
$7 Million+ with 600 agents |
Saves $3 Million+; savings with 100 agents less over 3 years |
|
Support Hours |
Limited support hours, poor experience for international students |
24x7 Support, better international experience |
|
Student Satisfaction & NPS |
Admission Inquiry Chat only; limited text/chat, forced to talk |
Happier Students & Better NPS; Inquiry to Enrollment Chat, Text First, Talk Later |
| Stage | Before AI | After AI |
|---|---|---|
|
Inquiries and Recruitment |
|
Einstein chatbot with AI answers instantly frees up admissions counselors for more complex queries |
|
Application and Enrollment |
|
Einstein chatbot with AI schedules meetings and provides a summary of interactions, making the process smoother |
|
Ongoing Support and Learning |
|
Einstein chatbot with AI provides personalized information instantly and reduces need for office visits |
|
Alumni Engagement |
|
Einstein chatbot with AI handles requests automatically and improves efficiency and reduces admin workload |
With GPTfy, integrating AI into your Salesforce Einstein Chatbot transforms the student experience from inquiry to alumni engagement, significantly reducing manual effort and operational costs.
This approach ensures a more personalized, efficient, cost-effective process, benefiting students and administrative teams.
Why spend thousands of dollars when you can get a Free trial of AI in your Salesforce securely and in compliance with regulations?
With GPTfy, you can add AI to your Salesforce Einstein Chatbot to help students with everything from inquiry to alumni engagement. This reduces manual work for staff and gives students a better, personalized experience.
Key Benefits:
GPTfy and Salesforce Einstein Chatbot transform student interactions, reducing manual work and providing a personalized experience. This AI integration efficiently efficiently enhances recruitment, admissions, support, and alum services.
Saurabh is an Enterprise Architect and seasoned entrepreneur spearheading a Salesforce security and AI startup, with inventive contributions recognized by a patent.
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