Why chatbots matter: a case study from UCP Braga
Have you ever imagined having an assistant available 24/7, ready to answer all your questions in seconds?
That’s exactly what a chatbot does. More than just a trend, these tools have become essential to enhancing user experience and simplifying communication in digital environments.
And when it comes to fields like education, where deadlines, applications, and schedules are constantly changing—speed and accuracy in communication aren’t just a “plus” – they’re crucial.
That was precisely the challenge that led the Universidade Católica Portuguesa (UCP) – Braga to trust us with the development of Ivo, an intelligent and always-available chatbot.
What makes a chatbot truly impactful?
We live in the age of “here and now.” No one wants to wait minutes (or hours) for an answer that could be delivered in seconds.
That’s where chatbots come in. With the right training, they are capable of:
- Providing instant answers to frequently asked questions, 24/7
- Reducing the workload on internal teams, allowing them to focus on higher-value tasks
- Improving user experience with fast, consistent interactions
In UCP Braga’s case, the goal was clear: help students, applicants, and visitors quickly find the information they need—without wasting time navigating endless pages and menus.
Ivo: a chatbot for everyone (and always available)
In practice, this tool we developed has become the gateway to all information at UCP Braga. Instead of searching through multiple pages or digging through PDF files on the website, users can simply ask questions like:
“When do applications for 2025 open?”
“What undergraduate and master’s programs does UCP Braga offer?”
And within seconds, they get their answers.
What’s more, Ivo can share direct links to relevant information and documents, making everything even more intuitive. And the best part? No language barriers. Ivo understands and responds in both Portuguese and English, adapting seamlessly to whoever is asking.
But more than just a virtual assistant, Ivo was designed to feel… human. We defined its personality and tone of voice so it’s always ready to help—with clarity, empathy, and a friendly touch. That human element makes the experience more approachable and natural.
The challenges of building a chatbot that actually works
Creating a successful chatbot goes far beyond technology or just launching it online and expecting results. A solid strategic preparation phase is essential, with proper training and—above all—clear, relevant, and well-structured content.
In the case of UCP Braga, we faced two main challenges:
1 – Filtering and updating information
The university’s official website contained outdated content from previous academic years.
So training Ivo meant feeding it the right pages and documents, ensuring users always receive the most up-to-date information (a must in a university context, where deadlines and calendars shift frequently).
2 – Understanding poorly worded questions
Users don’t always write “by the book.” So, we trained Ivo to interpret incomplete or off-topic questions and to respond in a helpful way—redirecting users when necessary.
As a result, we created a chatbot capable of responding naturally, efficiently, and usefully.
What’s the future of chatbots?
Chatbots like Ivo aren’t just Q&A robots. They’re powerful tools that can:
- Gather insights on users’ doubts and needs
- Streamline repetitive tasks, saving teams valuable time
- Create personalized experiences by adapting responses to each user’s context
In UCP Braga’s case, the impact is already clear: fewer frustrated applicants, more clarity, and quicker access to the information that truly matters.
Why should you consider having a chatbot?
If your website receives high traffic, gets frequent questions, and requires regular updates (like dates, products, or services), a chatbot can be your game-changer.
Besides offering quick and always-available answers, it can also be a powerful lead-generation tool. You can embed a data collection form at the start or during the chat, which integrates directly with your company’s CRM. Every interaction becomes a real contact opportunity.
Another huge advantage? The training process is surprisingly fast. Instead of spending hours feeding the bot with data, just a few minutes can be enough. The real difference-maker lies in the curation—deciding what goes in (and what doesn’t) to the knowledge base.
And because every brand is unique, the chatbot can be fully tailored to your branding: tone of voice, response style, name, avatar, colors—everything can (and should) reflect your brand identity.
In short: it’s not just a virtual assistant. It’s a smart, strategic extension of your business – always on.
