Global Business Growth using AI Agents
Maximize Lead Generation & Ensure Conversions
Channels:
Quality
upGrad, a global leader in online higher education, creates immersive learning experiences for learners worldwide. upGrad partners with top universities and institutions globally to offer degrees, certifications, and courses that cater to both career growth and career shifts. Known for its focus on personalized learning, practical skills, and industry connections, upGrad has empowered learners worldwide to accelerate their careers through flexible, accessible, and high-quality education.
upGrad International needed an AI-enabled Assistant widget to provide sales support to their website visitors during the critical consideration stage. They needed an AI-powered solution that streamlines lead management, enhances learner engagement, personalizes responses, and nudges visitors toward enrollment.
They wanted to minimize human errors, ensuring a seamless and scalable communication experience for students worldwide.
upGrad wanted to improve the ROI on their marketing spending but faced two major challenges:
Low-quality leads
Lower conversion rates
Lead collection was restricted to basic details such as name, email, and phone number. Managing these leads efficiently required significant manual effort, limiting scalability.
upGrad faced challenges with low engagement and high drop-offs despite extensive web content. A lack of automation made managing student inquiries difficult, while manual processes led to errors. To enhance personalization, they needed an AI-driven solution to guide users to relevant programs and seamlessly connect them with their assistant, GIA, for further support.
upGrad sought a smarter, more conversational chatbot that could gather key information before involving a counselor. They needed an intuitive system that anticipated user needs and provided relevant details upfront.
Enhanced Engagement & Smart Lead Qualification: Eligibility-Based Filtering
The AI assistant screened leads based on education and work experience, ensuring only qualified leads proceeded. High-intent leads received expert consultations or AI-powered assistance, driving higher engagement rates. Engati's AI-enabled assistant enhanced customer interaction by providing 24/7 support and easy access to information, with its ability to handle inquiries, provide program brochures, check eligibility, and set up counseling appointments.
Tailored Experiences: Pop-ups for Fewer Drop-offs and Seamless User Navigation
Engati implemented personalized pop-ups that guide users with tailored suggestions based on their interests. These pop-ups help users navigate effortlessly to relevant programs while offering value at key moments in their journey. Personalized recommendations were aligned with regional demand and reinforced by testimonials from recent enrollees. When users needed more details, they were seamlessly redirected to GIA, the assistant. This smart, timely approach simplified discovery and boosted engagement.
Intuitive Journeys for Better Outcomes
With Engati, upGrad was able to elevate the conversational experience by introducing Conversational Dialogue Flows and Nudges. This feature allowed the chatbot to go beyond simple Q&A interactions. Instead, it proactively guided users by asking relevant questions they might not have considered based on their intent and sentiment. This allows a smooth, conversational experience that narrowed down options and led users toward the final step—signing up or applying for a course.
Lead to Junk ratio improved significantly, dropping from 61% to 40% over a span of two months.
Lead to Payment peaked at 2.75%, up from 1.9% within a month.
Users tend to have 1.5 times more interactions on WhatsApp when compared to Web
88.8% of user queries on WhatsApp had been answered by LLM, which had improved user conversational experience
Over the course of a quarter, the percentage of users choosing to continue conversations on WhatsApp rose by 15%.
More than 50% of users who provided Phone numbers click on apply now to check out the recommended courses from when LLM is enabled.
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We activate Conversational Intelligence to scale customer experience and build deep and lasting connections.
