Choosing a higher education institution is a high-consideration decision involving extensive research and comparison across months. PSB Academy, a premier private education institution in Singapore, partnered with AiChat to modernize its traditional admissions funnel.  

By deploying AiChat’s AVA GenAI platform across its web and messaging channels, PSB Academy replaced static website inquiry forms and rigid decision-tree bots with a continuous, 24/7 conversational advisory ecosystem.

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Impact Overview

• Near-Total Autonomous Resolution: The vast majority of incoming prospective student inquiries across Web and WhatsApp are handled end-to-end without requiring manual intervention.  
• Exceptional Lead Completion: Over half of all prospects seeking guidance successfully complete consultation enquiry submissions directly within the conversational flow.  
• Superior Campaign Engagement: WhatsApp lifecycle marketing broadcasts consistently achieve strong multi-fold open rates over legacy email industry benchmarks.  
• World-Class Student Satisfaction: Delivered a high double-digit Net Promoter Score (NPS) and outstanding CSAT ratings, reflecting positive reception among modern digital natives.

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The Challenge: Overcoming Drop-Off in the Admissions Journey

Prospective students evaluating certificate, diploma, degree, and postgraduate options often experience friction when navigating legacy admissions processes:  

• Passive Discovery: Static course catalogues and complex requirement matrices led to visitor drop-off before prospects could connect with the right faculty or program.  
• Rigid, Rule-Based Chatbots: Earlier chatbot setups relied on static decision trees that struggled to interpret nuanced user inquiries or clarify personalized academic pathways.  
• Disconnected Touchpoints: Interactions on the website were largely siloed from preferred mobile channels, disrupting ongoing dialogues during long decision-making lifecycles.  
• Resource Bottlenecks: Human admissions teams routinely fielded high volumes of repetitive, basic questions instead of focusing their energy on high-intent candidates ready to apply.  

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The Solution: An Omnichannel GenAI Conversational Ecosystem

PSB Academy deployed AiChat’s AVA GenAI platform across its official website and WhatsApp channels, establishing an intelligent, end-to-end conversational recruitment journey.  

1. Context-Aware GenAI Academic Advisory (Web & WhatsApp)

Trained on extensive institutional knowledge—encompassing academic disciplines, entry pathways, partner university programs, and fee structures—the AI operates as an always-on virtual consultant. Prospective students can compare degrees, review study modes, and clarify prerequisite requirements via natural conversation.

2. Interactive Lifecycle Broadcasts on WhatsApp

Moving beyond traditional email communications, PSB Academy deployed interactive, mobile-first campaigns directly within WhatsApp. The platform delivers structured conversational flows and rich media invitations for:  

• Virtual open house RSVPs  
• Faculty preview sessions and webinars  
• Intake milestones and application deadline reminders  

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3. Seamless Lead Qualification & HubSpot CRM Sync

When prospective applicants express interest in booking a session with a consultant, AVA collects and verifies relevant background details directly in the chat. Lead data and interaction history sync automatically into HubSpot CRM, giving course consultants comprehensive context before conducting consultations. When high-intent applicants require immediate guidance, the system seamlessly escalates conversations to live admissions advisors.  

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The Results

The deployment transformed admissions from a passive, administrative process into a dynamic, two-way engagement channel:  

• Massive Operational Relief: By automating responses to standard inquiries around the clock, admissions teams reclaimed significant operational bandwidth to focus on personalized counseling.  
• Higher-Intent Admissions Pipeline: Converting consultation requests inside the messaging dialogue significantly boosted qualification rates compared to traditional external web forms.  
• Strong Audience Reception: Prospective students consistently rated the immediate, human-like guidance as seamless and intuitive, validating the shift toward AI-assisted admissions.

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Client Testimonial

"Today's prospective students expect instant, tailored information at every step of their decision-making journey. By integrating AiChat's Generative AI across our website and WhatsApp channels, we've reimagined our recruitment process into a seamless, modern experience. The outstanding customer satisfaction scores and campaign engagement rates reflect the success of this innovation. AiChat has been an invaluable strategic partner in advancing our digital transformation."  

— Jovan Lin, Deputy Director, PSB Academy

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Featured Capabilities Used

• AiChat AVA GenAI Engine: Dynamic NLP and contextual knowledge retrieval.  
• WhatsApp Business Platform Integration: Conversational campaign broadcasts, rich cards, and two-way messaging.  
• CRM Orchestration: Bi-directional lead capture and contact syncing with HubSpot CRM.  
• Live Agent Handoff: Intelligent escalation logic for high-priority student inquiries.  

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