Why do we have multiple vaults?
Just like you might have specialized recruiters or staff on your team to work with separate audiences, you may have separate agents with specialized knowledge in your work with CollegeVine.
Separate vaults are most often found in instances where you have differing audiences that have different curriculums, deadlines or “core knowledge.” For example, you might work with prospective undergraduate students and prospective graduate students - undergraduate and graduate admissions processes differ dramatically so it makes sense for there to be a specific vault dedicated for each population.
You may also see this if you subscribe to multiple agents within CollegeVine. Your AI One-Stop, for example, will have a separate vault from your AI Recruiter.
Why is this necessary?
In the current CollegeVine platform, vaults act as a partition around specific types of knowledge. These partitions allow you to confidently deliver the most relevant information every time. By creating separate vaults (and corresponding phone numbers or chatbots), you ensure each audience is guided directly to the resources tailored for them, leading to a smoother, more accurate experience overall
Also, there may be times when your agent works with “anonymous” audiences. Think of inbound phone, for example. If a prospective student calls your phone line with questions about the application deadline and your vault contains information about deadlines for graduate, undergraduate and non-degree students, there’s no clear way to differentiate which deadline information it should provide. Multiple vaults (and therefore multiple phone numbers or chatbots) help proactively alleviate this confusion.
How do multiple vaults work?
This depends on your current lineup of agents from CollegeVine. If you have the AI One Stop and the AI Recruiter, both individual vaults can be managed with one CollegeVine account. If you have multiple vaults for a single agent (Ie. AI Recruiter for Undergrad, AI Recruiter for Grad, etc), each AI Recruiter vault will be maintained in its own separate CollegeVine account.
For more information on account creation and management for multiple vaults, see this article.
Best Practices & FAQs
Best Practices for Implementation
Designate a single project manager on your team to act as a liaison between your internal teams and collectively from your institution to CollegeVine. They should be the day-to-day project owner and can handle details like scheduling, communicating updates and task delegation amongst the team members at the institution.
Note: This person might not be the person or people responsible for actually populating one, both or all vaults, but they should be prepared to coordinate the logistics of vault population and relay progress back to the CollegeVine team.
Identify which vault you plan to prioritize first. Generally we do not recommend that you onboard your vaults concurrently as it can lead to overwhelm
Align on a clear timeline for vault population, testing and edits to ensure that the team can stay on track and there’s adequate knowledge sharing internally.
Best Practices for Deployment
Identify the websites/channels that are most appropriate to host each vault’s chatbot and inbound phone
This could look like ensuring your chatbot for undergraduate lives on pages relevant to undergraduates, and graduate chatbot lives on pages for graduate.
Alternatively, if you have a primary audience, some partners elect to have that chatbot featured on their “main” page.
We recommend listing all relevant inbound phone numbers on your general website and phone tree to appropriately funnel communications
Consider adding a custom instruction or transfer pathway to ensure there’s a failsafe if the constituent engages with the “wrong” agent for their needs
Note: The agents cannot transfer to one another, which is why we recommend a custom instruction
Example/Template Custom Instruction for an Undergraduate AI Recruiter Agent:
If a prospective student says they are interested in graduate programs, please tell them you primarily service prospective undergraduate students. Tell them they can learn more about graduate programs by calling XXX-XXX-XXXX or emailing XXX.edu"
Example/Template Custom Instruction for a Graduate AI Recruiter Agent:
When a student is interested in an on-campus undergraduate program or an online-only undergraduate program, always mention that you can help them with graduate program questions only. Refer them to these links:*
Undergraduate Programs URL: <<insert URL here>>
Online - Undergraduate Programs: <<insert URL here>>