Working students lacked after-hours support. Now, AI agents resolve routine 24/7 queries, freeing staff to proactively guide enrollments.
A publicly funded Australian university operating six campuses, where 70% of students study online, most work part-time, and over half are first-generation attendees.
Because most students balance jobs with online coursework, they required support outside of traditional business hours. The institution needed to...
“We want to keep the support experience as accessible as possible and remove all the friction from our students’ journeys. We act with empathy so students from all backgrounds can feel supported and confident throughout their studies.”
Multi-campus public university in Australia offering diverse degree programs.
AI-powered customer experience orchestration platform for contact centers.
Charles Sturt University's Student support is part of this use case:
Related implementations across industries and use cases
Calls dropped, records scattered—students started over at every handoff. Copilot transcription now carries the full picture through.
Staff lost 570 hours/year moving data between systems. AI agents now parse handbooks to answer student inquiries 24/7.
Student insights were trapped in unreviewed audio. AI securely evaluates every call to power instant feedback and proactive coaching.
Staff lost 570 hours/year moving data between systems. AI agents now parse handbooks to answer student inquiries 24/7.
Agents juggling 8+ tools struggled to keep pace. Now, AI handles 35% of chats, letting the team resolve complex issues 58% faster.
Strict privacy rules bottlenecked AI rollouts. Now, a hybrid self-service platform dynamically routes tasks by data sensitivity.
Deal data scattered across systems kept sellers from districts. AI unified it—leadership moved from retrospective reports to live intel.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Working students lacked after-hours support. Now, AI agents resolve routine 24/7 queries, freeing staff to proactively guide enrollments.
A publicly funded Australian university operating six campuses, where 70% of students study online, most work part-time, and over half are first-generation attendees.
Because most students balance jobs with online coursework, they required support outside of traditional business hours. The institution needed to...
“We want to keep the support experience as accessible as possible and remove all the friction from our students’ journeys. We act with empathy so students from all backgrounds can feel supported and confident throughout their studies.”
Multi-campus public university in Australia offering diverse degree programs.
AI-powered customer experience orchestration platform for contact centers.
Charles Sturt University's Student support is part of this use case:
Related implementations across industries and use cases
Calls dropped, records scattered—students started over at every handoff. Copilot transcription now carries the full picture through.
Staff lost 570 hours/year moving data between systems. AI agents now parse handbooks to answer student inquiries 24/7.
Student insights were trapped in unreviewed audio. AI securely evaluates every call to power instant feedback and proactive coaching.
Staff lost 570 hours/year moving data between systems. AI agents now parse handbooks to answer student inquiries 24/7.
Agents juggling 8+ tools struggled to keep pace. Now, AI handles 35% of chats, letting the team resolve complex issues 58% faster.
Strict privacy rules bottlenecked AI rollouts. Now, a hybrid self-service platform dynamically routes tasks by data sensitivity.
Deal data scattered across systems kept sellers from districts. AI unified it—leadership moved from retrospective reports to live intel.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.