CUSTOMER STORY
Annie Support Bot Reaches 97% of Students via SMS
Annie Advisor develops a support bot designed for educational institutions. The Annie support bot reaches out to students via SMS and asks whether everything is okay or if the student needs support or guidance with a specific issue. Requests are automatically routed to the right teams and appropriate services. Annie lowers the threshold for asking for help, and by using up-to-date information, institutions can provide timely support to students while also developing their services.
Annie helps remove barriers to studying. We want to make asking for and receiving help as easy as possible, and SMS is a natural channel for offering support because it reaches students so effectively,” says Joonas Merikko, Product Lead at Annie.”
“Our top priority was choosing an SMS service provider that stores data within Europe.”
Joonas Merikko, Product Manager / Annie Advisor
Smooth and Fast Implementation
Due to data protection requirements, Annie Advisor primarily looked for an SMS service provider that stores data in Europe. After finding Quriiri, they were able to quickly test the service and send their first SMS messages. Initially, messages were sent via the browser-based interface, after which the solution was gradually integrated using Quriiri’s SMS API.
”The implementation was very easy, even though the details of SMS technology were not previously familiar to us. We received expert support from Quriiri when working with the APIs”, says Joonas.
“Reliable Technology Is a Basic Requirement”
Annie uses Quriiri’s SMS API to send messages, and for Joonas it is essential that messages are delivered quickly and reliably. This is a fundamental requirement for the support bot to function properly.
”We can trust that Quriiri’s technology always works reliably in the background. And in problem situations, I’ve always received fast and personal support. I really appreciate that our questions don’t end up at the end of a long ticket queue, but are responded to quickly”, Joonas says.
Quriiri’s Expert Team Is Always There to Help
Annie also has customers outside Finland, which means local SMS receiving numbers are needed for the support bot to operate. International messaging often involves country-specific restrictions and regulations that can be difficult to keep track of.
”It’s a relief that I don’t have to figure everything out on my own, but can get answers quickly from Quriiri”, says Joonas.