Case Study 2
Ctrl+Alt+Transform: AI Reboots Student Support for an Established Testing Organization

Reducing response time and elevating student experience with intelligent automation

The Question: Could a virtual assistant help to manage query volume and improve student experience?

Over 20,000 yearly inquiries, with peaks during seasonal events.
Help desk agents manually accessed policy docs, FAQs, and process guides, increasing response time.
Disconnected systems led to "swivel-chair" operations, requiring agents to log in across multiple platforms frequently.
High training time and costs due to complex, non-standard processes.
Long Average Handle Times (AHT) and inconsistent customer service experiences.

About the Client

The client, a well-established standardized testing organization serving millions of students with queries related to test registration, rescheduling, fee refunds, and policy clarifications, was facing significant challenges in managing its high query volume and maintaining efficiency during peak testing periods. Key pain points included:

The Answer

Generative AI Virtual Agent: Automated query resolution for FAQs, enabling self-service support.
Natural Language Processing (NLP): Efficiently understood and categorized customer intent, delivering accurate responses.
Automated Multi-system Integration: Reduced manual lookups by consolidating operations across different knowledge bases and tools.
Semantic Search Tools: Enabled faster access to critical information, like test policies, refunds, and scheduling guides.
Contextual Chatbot Responses: Ensured answers aligned with the client’s rules and policies for consistent communication.
24/7 Availability: Provided uninterrupted support, even during high-demand periods.

An AI-powered virtual assistant was deployed to transform help desk operations and improve the overall student support experience.

The Outcomes

The AI implementation delivered exceptional results, transforming both operations and customer satisfaction.

40% reduction in Average Handle Time (AHT) for customer queries.
30% shorter Training Time for new help desk agents, decreasing onboarding costs.
10-20% boost in First Contact Resolution (FCR), ensuring faster and more effective issue resolution.
Consistently policy-compliant responses, improving both service quality and trust.
Freed up human agents to focus on strategic tasks and complex queries, enhancing their productivity by 20%.

AI-powered virtual assistants enable help desks to handle high volumes of inquiries efficiently, reduce operational costs, and deliver superior student experiences.