Nelson University Chatbot

When Nelson University approached us, they needed help redesigning their website. But as the project unfolded from a modest IA and content update to a full rebrand and site relaunch, an opportunity to do something truly forward-thinking emerged. We proposed integrating a powerful AI chatbot that could transform how students access information.

The university’s traditional on-site search was failing its users. Important information, such as how to transfer credits or degree details, was buried under layers of navigation. Frustrated students and prospective applicants couldn’t get answers quickly, and the client knew they had to solve for both functionality and engagement across the user journey.

We began by rapidly prototyping a conversational experience that proved the concept using a lightweight React app. From there, we developed a robust custom integration with WordPress, pairing a proprietary backend plugin with WP Engine’s Smart Search AI and early-access vector database and OpenAI’s 04 Mini model. Our system was designed to parse real-time user questions, retrieve precise content from the university’s site, and respond with concise, helpful answers, all without pulling from the broader internet.

To ensure accuracy and avoid AI “hallucinations,” we implemented strict content guardrails, limited the model’s scope to verified university sources, and layered in prompt engineering to guide tone, clarity, and response format. On the UX side, we created an intuitive interface that clearly signals that the chatbot is AI-powered, while keeping the experience streamlined and mobile-friendly. We also enabled persistent chat threads across navigation, so users could click into deeper content without losing their place.

To validate performance, we engineered an automated testing framework using Crew AI to simulate hundreds of natural-language queries based on real student FAQs. We scored the chatbot’s responses against verified data, fine-tuned the prompts, and gave Nelson’s team a live monitoring dashboard to continuously track, improve, and expand the system.

The Nelson University chatbot has created a faster, friendlier way for users to find exactly what they’re looking for. No guesswork required. From complex program questions to unexpected queries such as “do I need a new diploma,” the chatbot has proven its value as both a digital concierge and a brand differentiator. Nelson University now has an intelligent, scalable solution that delivers a better experience and frees up staff to focus on what matters most.