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.
Support was limited to 12-hour weekday windows. An AI agent now handles chat 24/7, matching the team's high empathy scores.
Deal data scattered across systems kept sellers from districts. AI unified it—leadership moved from retrospective reports to live intel.
Consultative selling couldn't scale. AI now tags thousands of meeting recordings to targeted skills so managers can actively coach.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Manually evaluating high call volumes was slow and inaccurate. Now, AI extracts sentiment so sales teams can refine their outreach.
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.
Support was limited to 12-hour weekday windows. An AI agent now handles chat 24/7, matching the team's high empathy scores.
Deal data scattered across systems kept sellers from districts. AI unified it—leadership moved from retrospective reports to live intel.
Consultative selling couldn't scale. AI now tags thousands of meeting recordings to targeted skills so managers can actively coach.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Manually evaluating high call volumes was slow and inaccurate. Now, AI extracts sentiment so sales teams can refine their outreach.