The world of higher education is becoming increasingly complex. Students navigate a wide range of course offerings, academic resources, and diverse learning platforms. Each faculty and study program has its own unique requirements.
The challenge: How can we effectively support thousands of students with individual needs without compromising quality or overwhelming support staff?
It is also crucial that students have easy access to information – whether it’s about course enrollment, exam preparation, or learning resources. However, the diversity of systems and information sources often leads to confusion, information gaps, or unnecessary support requests.
Another issue: Much of the content intended to support students is scattered, outdated, or difficult to find. Constantly updating this knowledge base is resource-intensive.
The solution was the implementation of an AI-powered support agent tailored to students' needs. This technology enables scalable, interactive, and personalized support in four core areas:
24/7 Assistance: Students receive round-the-clock answers to questions about courses, schedules, and academic resources. This significantly improves access to information and reduces waiting times.
Interactive Q&A: The agent provides interactive support for exam preparation, assignments, and understanding complex course material. Answers are adapted to each student's learning behavior.
Guided Navigation: The agent assists in navigating academic portals, such as choosing and enrolling in courses, or accessing grades and learning materials.
Automated Knowledge Management: All relevant content from various sources is consolidated on one central platform. AI algorithms ensure that the content remains current, valid, and easily accessible.
The implementation was carried out step by step, focusing on interoperability with existing systems. The UI was deliberately designed to be user-friendly, even for students with limited technical experience.
The results exceeded expectations:
The number of inquiries to manual support services dropped by 60% within the first 6 months.
Access to central learning resources increased by 42%.
In surveys, 87% of students reported that the new support agent significantly improved their learning process.
The system processes thousands of requests simultaneously each day without a drop in quality.
The central knowledge base became the standard reference for both faculty and students.
Building on this success, the following next steps are planned:
Expansion of the system with personalized learning paths, providing recommendations based on students' performance and interests.
Integration of multilingual support to assist international students.
Expansion into a cross-university knowledge alliance with other institutions.
Long-term vision: An autonomous, AI-driven learning and support ecosystem for the entire academic landscape.