AI Support Agent for an EdTech Learning Platform
An online learning platform was overwhelmed by repetitive learner questions during peak enrollment. We deployed an AI support agent grounded in their course content and policies, dramatically reducing wait times.
The Challenge
- Spikes of repetitive questions during enrollment season
- Long wait times hurting learner satisfaction
- Small support team unable to scale quickly
Our Solution
- Built an AI agent grounded in course content, FAQs and policies
- Added intelligent handoff to humans for complex or sensitive cases
- Integrated with the helpdesk for seamless ticket continuity
The Results
Down from an average wait of 6+ hours.
Of learner queries resolved without a human.
Improvement in customer satisfaction score.
