The Parking and Transportation Department has implemented a chat client that can answer frequently asked questions (FAQs). This innovative tool uses a locally hosted database to answer common questions and help direct users to webpages with additional information.
“Our goal is providing exceptional customer service,” says Lori Skoff, parking services assistant director. “The chat client can provide answers around the clock, and helps free up our customer service team during office hours so they can focus on more complex requests.”
The chat client offers these benefits to users:
Instant answers for common questions, even outside of customer service hours
Provides information without navigating through webpages
Reduces confusion by combining terminology and commonly used language (examples: citation, ticket, violation or permit, pass, sticker)
How to use the chat client
To initiate a chat, click or tap on the chat icon in the lower right corner of a webpage on this website. Next, type your question into the dialog box and press enter or tap the send arrow to submit your question.
If your question cannot be answered, the chat will provide you with a phone number and email to contact instead. If you refresh the website, you will need to start your chat over.
Examples of questions the chat client cannot answer:
When is the next Red Route bus arriving?
The database does not connect with our real-time rider information system, Transit App. The chat client will provide links to the 31 Red Route schedule and the Transit App.
What permit can I buy?
The permit you qualify for depends upon a number of factors. The chat client will ask you additional questions to help point you to the correct webpage – for example student permits vs staff permits.
Is there a van pool I can join?
The availability of van pools is managed by the My Van Pool portal and waitlist. The chat client will provide direction on how to access the portal, including links to the portal and a webpage of van pools with vacancy.
Privacy and data security
The chat client is an anonymous tool that does not track personal information. Questions asked are recorded so that the database can be updated and improved. Access to the database and recorded questions is limited to authorized staff and is not shared with any entity outside the university.