NOVAchat

Description

NOVAchat is Villanova University’s virtual support assistant, built on Zoom Virtual Agent technology, designed to provide fast, consistent, and convenient access to help. Available 24/7, NOVAchat assists students, faculty, staff, prospective students, and more, by answering common questions, guiding users to self-service resources, and helping initiate requests when needed.

NOVAchat can integrate with the University’s support ecosystem, allowing it to surface relevant web content, assist with basic issue resolution, and seamlessly transition conversations to live support staff during business hours when additional assistance is required. This hybrid approach reduces wait times for routine questions, and ensures more complex needs are handled efficiently by the appropriate teams.

What NOVAchat Can Help With

• Answers to frequently asked questions
• Guidance on University services and processes
• Links to relevant knowledge articles and resources
• Helping start or route requests to the appropriate support team
• Escalation to a live support agent when appropriate (requires Zoom Contact Center licensing) 

Audience 

Villanova departments seeking to build self-service support channels 

Requirements 

None 

Cost 

NOVAchat is centrally licensed for a limited number of engagements.

If engagement volume grows or a department’s use significantly exceeds typical levels, Technology Services may request that the department contribute to the cost of additional engagements. Any cost-sharing discussion would occur in advance and be coordinated with the department.

Service Levels