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What are chatbot content libraries?


The "brain" of the chatbot is driven by a robust, customizable knowledge base that has been created and curated by Ocelot's AI Conversational Design team. The team utilizes their 100+ years of combined higher ed experience to keep this knowledge base (otherwise known in the admin system as the "General Library") updated as higher ed regulations and trends change along the way.


The General Library is organized into content libraries that reflect standard institutional offices and support the majority of needs across campus. 


What content libraries are available?


The available content libraries are outlined in the chart below. The AI framework has been built around this categorization to ensure that institutions have the content and functionality needed, and that the bot speaks the languages of both higher ed and students within this context.

  • Unless specified in the contract, generally "Enrollment Management" chatbots have access to 5 of these libraries, with the standard options being Admissions, Academic Advising, Financial Aid, Registrar, Student Accounts/Billing.
  • "Campus-Wide" chatbots (AKA "Enterprise") have access to as many of these content libraries as the institution needs.

While Ocelot will do everything possible to accommodate needs outside of these content areas, there are currently AI-based limitations with specific content related to academic programs (i.e. specific names of courses, course descriptions, etc.) and chatbot personality/smalltalk areas (i.e. favorite food, age, jokes, etc.). These areas have been built in to the bot's standard framework, but there are limitations with the ability to customize further.


Content LibraryDescriptionImplementation Notes
Academic AdvisingAssist students with achieving academic success, and connecting them to campus resources
A part of the standard "Enrollment Management" chatbot. 
Most effective when paired with the Registrar library due to the volume of commonly shared content.
AdmissionsRecruit and communicate with prospective students about the admission process
A part of the standard "Enrollment Management" chatbot. 
AlumniConnecting former students with alumni resources and networking opportunities

AthleticsTopics include NCAA sports, ticketing, fan information, athlete information- DOES NOT include NCAA compliance

Basic NeedsConnecting students with basic needs services on campus and in the community

BookstoreContent related to buying/renting textbooks, general merchandise

CalWORKS, Foster Youth, EOPS/CAREAdvisement on each of the State of California assistance programs
Most effective when paired with the Financial Aid library due to the volume of commonly shared content.
Career ServicesCareer counseling and resume development, access to job listings and internships for students

Counseling ServicesConnecting students with counseling and psychological services on campus

Disability Services
Connecting students with on-campus disability services such as how to make accommodation requests

Financial Aid
Advising users on the financial aid process including state and federal aid options
A part of the standard "Enrollment Management" chatbot. 
Typically paired with the Financial Wellness library and most effective when also paired with the Student Accounts and Student Employment libraries due to the volume of commonly shared content.
Financial Wellness
Content related to budgeting, student loan repayment, and debt management
Typically paired with the Financial Aid library due to the volume of commonly shared content.
Health Services
Provides information about health services on campus, student health insurance, and general/limited information on health issues

Housing
Provides information about on/off-campus housing, roommates, and dining services

Human Resources
Provide information regarding university benefits, job posting/applications, and disclosures

Information Technology / 
Help Desk
Content related to tier one technical issues such as resetting passwords, finding usernames, and connecting to Wifi

International Programs / 
Study Abroad
Information about visas, study abroad and processes to assist first-year international students

Library
Content related to library services, such as finding textbooks, the reserves process, securing space, fines, etc

Mailing Services
Topics related to receiving mail and sending outgoing mail on campus

Orientation
Registration, scheduling, and logistics of new and transfer student orientation
Most effective when paired with the Admissions library due to the volume of commonly shared content.
Outreach
Provides information about scheduling presentations, college ambassadors, and event nights
Most effective when paired with the Admissions library due to the volume of commonly shared content.
Parking and Transportation
Topics include permits, lot information, bus routes, and citations

Recreation Center
Topics include access to gyms and other fitness facilities, health and fitness classes, and non competitive sports

RegistrarTopics include registration, transcripts, and grading
A part of the standard "Enrollment Management" chatbot.
Student Accounts 
(AKA Billing, Bursar)
Information about billing, including how to make a payment and where to locate a billing statement
A part of the standard "Enrollment Management" chatbot. 
Most effective when paired with the Financial Aid library due to the volume of commonly shared content.
Student Employment
Provides students with information about getting a job while attending school
Most effective when paired with the Financial Aid library due to the volume of commonly shared content (i.e. Federal Work Study).
Student Life
Provides information about extracurricular activities on campus and other ways to get involved

Testing Services
Content on how to schedule a test, test offerings, and test protocols

Title IX
Procedures and an explanation of rights for sexual assault survivors

TRIO
Provides information about 2 federal programs within TRIO (SSS and Upward Bound)

Tutoring
Resources to help students find tutoring support on campus
Most effective when paired with the Academic Advising library due to the volume of commonly shared content.
Veterans
Information about educational benefits related to veterans and those in active duty
Most effective when paired with the Financial Aid library due to the volume of commonly shared content.
Workforce Development
Information about programs designed to train workers to meet the hiring demands of employers in an area.


What if the area my institution needs is not available?

While the available content areas are currently not further customizable, your Client Success Manager will work with you to explore the possibility that your needed content will fit within one of the existing areas. If content does not fit within these areas, we will work with our Product and AI teams to explore how your needs can be met in the future as the AI grows and evolves.


Can we set up an office that is not in the list above for other products or purposes?

Yes. The offices in the list above reflect what the AI can support within the chatbot's knowledge base. Chatbot offices that are not reflected above can be set up for product organizational purposes, such as IDK contact options, as well as Live Chat and Texting office organizational needs. 


Contact your Client Success Manager for further guidance based on your specific needs.


How do I decide which content libraries to use?

Choose libraries that will assist both your students and prospective students most effectively. The most utilized libraries are: 1. Financial Aid, 2. Admissions, 3. Registrar, 4. Student Accounts, 5. Academic Advising, 6. IT Help Desk.

  • Unless specified in the contract, generally "Enrollment Management" chatbots have access to 5 of these libraries, with the standard options being Admissions, Academic Advising, Financial Aid, Registrar, Student Accounts/Billing.
  • "Campus-Wide" chatbots (AKA "Enterprise") have access to as many of these content libraries as the institution needs.

You'll be guided to select your chosen libraries when completing the chatbot set-up forms.