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 Library | Description | Implementation Notes |
|---|---|---|
| Academic Advising | Assist 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. |
| Admissions | Recruit and communicate with prospective students about the admission process | A part of the standard "Enrollment Management" chatbot. |
| Alumni | Connecting former students with alumni resources and networking opportunities | |
| Athletics | Topics include NCAA sports, ticketing, fan information, athlete information- DOES NOT include NCAA compliance | |
| Basic Needs | Connecting students with basic needs services on campus and in the community | |
| Bookstore | Content related to buying/renting textbooks, general merchandise | |
| CalWORKS, Foster Youth, EOPS/CARE | Advisement 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 Services | Career counseling and resume development, access to job listings and internships for students | |
| Counseling Services | Connecting 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 | |
| Registrar | Topics 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.