How Voice AI improved the productivity of a university call center

The Challenge

As a large private university with multiple campuses, Hochschule Fresenius receives constant inquiries from prospective students exploring their study options. These calls are critical touchpoints in the student recruitment process.

Their main challenge was clear:

Missed opportunities during high call volumes: In higher education, timing matters. Prospective students often call multiple universities when researching their options. The Fresenius university had staff to answer phones, but when all team members were occupied, prospective student calls would go unanswered.

The Solution: Leaping AI Voice Technology 🤝

Hochschule Fresenius chose Leaping AI to create a safety net for their admissions process. Rather than replacing their human team, the voice AI acts as an overflow solution - answering calls when the admissions team is unavailable.

This approach ensures:

• Zero missed calls from prospective students
• Consistent information delivery about course offerings
• Immediate response even during peak inquiry periods
• Seamless appointment booking with study advisors

Current Voicebot Use Case

Prospective Student Information and Appointment Scheduling When prospective students call and the human team cannot answer, Leaping AI's voice agents:

• Answer questions about course offerings and programs
• Provide information about the university and its campuses
• Understand the caller's interests and study goals
• Schedule appointments with study advisors for detailed consultations
• Capture contact information for follow-up

The voice AI serves as the first point of contact, gathering key information and booking consultations with human advisors who can then provide more detailed and personalized guidance.

Voice AI Implementation Approach

Hochschule Fresenius went live with Leaping AI with a straightforward implementation:

• Voice AI activates when human team members are unavailable
• System integrates with the university's appointment scheduling
• AI provides accurate information about programs and offerings
• Smooth handoff process to study advisors for scheduled appointments

The Results

While still early in the partnership, Hochschule Fresenius is already seeing strong performance:

Call Capture Success

• Hundreds of calls answered that would have otherwise gone to voicemail or been missed entirely
• Over 50% appointment booking rate - more than half of prospective students who speak with the AI schedule appointments with study advisors —> learn more about AI for appointment scheduling
• Zero missed opportunities during high-volume periods

Revenue Impact

The numbers tell a compelling story:

• Study advisors convert approximately 30% of appointments into enrollment contracts
• Each enrollment contract is worth €13,000 to the university
• With hundreds of calls answered and 50%+ booking appointments, the potential revenue impact is significant

Operational Benefits

• Admissions team can focus on high-value consultations with qualified prospects
• Consistent information delivery to all prospective students
• No pressure to rush calls when multiple prospects are calling simultaneously
• Better coverage across different time zones and peak inquiry periods

Looking Ahead

As Hochschule Fresenius continues to refine their student recruitment process, the voice AI solution provides a reliable foundation for capturing every prospective student inquiry. The strong appointment booking rate demonstrates that AI can effectively handle initial information requests and guide prospects toward meaningful conversations with study advisors.

The higher education sector faces similar challenges across institutions - prospective students expect immediate responses, and missed calls translate directly to lost enrollment opportunities.

About Leaping AI Voice AI

Leaping AI provides voice AI technology that helps businesses and institutions automate phone calls while maintaining natural, human-like conversations. Our AI call center solution can handle different types of customer service calls while keeping customer satisfaction.

With quick responses (under 2 seconds), natural-sounding voices, and systems that improve over time, our voice agents help universities, healthcare providers, home service companies, and other organizations provide excellent service at lower costs.

Educational institutions like Hochschule Fresenius use our platform to ensure no prospective student inquiry goes unanswered, maximizing enrollment opportunities while allowing their teams to focus on personalized guidance for qualified prospects.