How Is Lyon 1 University Using an AI Chatbot to Guide Its Students?
users on campus
conversations per day
availability and immediate responses
The Challenge: Simplifying Access to University Services
Simplify everyday tasks and improve wayfinding on campus
With tens of thousands of students spread across numerous campuses, Claude Bernard Lyon 1 University faced significant challenges in providing the best possible support to its students:
- Multiple sources: managing the fragmentation of services and information, which makes it difficult for students to find what they need.
- Navigation Challenges: Dealing with real difficulties in finding one’s way around and navigating administrative procedures on the various campuses.
- Time constraint: addressing a critical need to provide support to students beyond the regular opening hours of in-person service centers.
The goal: to make it easier for students to access all university services.
The solution: an omnichannel AI chatbot
Facilitate access to information across various media
To address the need for simplification and centralization of information, the university has rolled out an intelligent virtual assistant called “ON AIR, ” designed to serve as a single, permanent point of access.
- Complete responsiveness: The tool provides instant answers to all of the students’ day-to-day questions, day or night.
- Omnichannel availability: To accommodate students' habits, the assistant has been made accessible directly from the student portal as well as through a dedicated mobile app, offering personalized access to information at any time and on any device.
- Human Complementarity: The tool does not replace teams but complements the human reception experience through “ON AIR” kiosks or physical reception points located directly on campus.
Thanks to this virtual assistant powered by generative AI, anyone can quickly and independently find answers to their questions about student life and discover all the services that are useful in everyday life.
The results : simplified user journeys
Rapid and widespread adoption of the chatbot by students
The launch of the intelligent chatbot immediately demonstrated its usefulness, thanks to its rapid adoption by the university community:
- Rapid adoption: The assistant attracted more than 400 users in just a few weeks after its launch.
- An established part of daily life: The agent handles an average of about 100 conversations per day, confirming their role as a constant point of contact.
- A seamless experience: Access to information is greatly simplified, allowing students to find the right information at the right time without frustration.
The "ON AIR" intelligent agent saves time and enhances the student experience.
users
conversations per day
The Perspective of the University of Lyon 1
Testimonial from Julien ERGAND-PICOT, ON AIR Project Manager, University of Lyon 1:
Working with Wikit on the rollout of the ON AIR assistant was both a professional and a personal experience. Their team successfully combined technical expertise with flexibility, supporting us with tailored tools and consistent responsiveness, while allowing us a high degree of autonomy in building the assistant. Their availability and collaborative approach were major assets, especially during key phases of the launch.
