The Chegg Contact Us Agent provides instant customer service that's available 24/7. The intelligent virtual agent
serves as the first point of contact for engagement across all customer service channels. Alone, it handles over 200,000 conversations per month and, through its dialog strategies, determines the appropriate channel to direct the customer. This service model matches the hectic schedules of Chegg's target user group, college students, while simultaneously assisting Chegg's customer service department in balancing customer service channels. Customers are able to get answers immediately and at a time that's most convenient for them even if the customer service department is closed.