61% of students were dissatisfied with ASU's chatbot. My team rebuilt it from the ground up.
The existing chatbot had a 61.91% dissatisfaction rate — it couldn't handle complex questions, had no integration with ASU's data systems, and routinely gave irrelevant answers. My team rebuilt it using generative AI, launching first as a pilot to cut manual content maintenance and deflect routine enrollment-coach inquiries.
It worked. The pilot became production. Today InSync is embedded across the ASU Online experience — not just answering questions, but actively guiding prospective students from first inquiry to application.