Most people might not see the connection between a college degree and the quality of the student experience. However, a study by California State University, Stanislaus, found that students increasingly view education as a commodity. While the commercialisation of education is widely debated, especially outside the U.S., one thing is clear – in an era where technology influences every aspect of life, the education industry is no exception. Today, most students expect exceptional experiences.
One particular institution that recognised the increasing value of customer experience automation is Tallahassee State College (TSC) in Florida. By implementing AI-driven solutions, TSC has successfully addressed issues like high call volumes and the need for round-the-clock support, ultimately improving their student services.
Bret Ingerman, TSC’s former Vice President for IT, and Cobus Greyling, Chief Evangelist, Kore.ai joined Kane Simms on a VUX World webinar recently to discuss how companies can benefit from AI automation.
Overwhelmed and out of time
Like many educational institutions, TSC needed help with an overwhelming number of calls coming into their helpdesk, particularly for routine tasks like password resets. According to Bret Ingerman, who led the AI initiative at TSC, password resets were the number one reason students contacted the helpdesk. This issue was exacerbated because many students only realised they had forgotten their passwords at critical moments, often the night before they needed to access the college’s systems.
The college faced another challenge: the demand for 24/7 support. With a large portion of their student body comprising part-time or returning students, the need for assistance at odd hours was constant. However, maintaining staff to provide support around the clock was neither feasible nor cost-effective.
The journey that didn’t begin with AI
Rather than starting with a fascination for AI, TSC’s journey began with a clear goal to address the specific challenges. Bret explains, “We actually didn’t start this with an interest in AI. We started this journey with an interest in solving a need, and AI happened to be the best technology to enable us to do that.”
The initial solution involved deploying a bot to automate password resets, significantly reducing the volume of helpdesk calls. However, the first tool they used was not designed for the education sector; it was a consumer-oriented bot focused on lead generation. Although it worked well initially, it lacked consistency and was not tailored to the specific needs of TSC.
This led TSC to seek out a more robust solution. After consulting with Gartner, they identified Kore.ai as a preferred provider. Despite the platform’s primary success with large businesses, TSC saw potential and became the first smaller institution to implement its tools in a college setting.
The Impact
The impact of AI at TSC was profound. Introducing AI-driven bots led to a 40% reduction in call volume to the helpdesk. New technology alleviated the pressure on support staff and enabled the college to reduce help desk staffing by 33% through natural attrition. This shift allowed the remaining support staff to focus on more complex, value-added tasks, such as face-to-face consultations on campus, which had previously been a luxury they could not afford.
Bret noted that this transformation was not about replacing people with technology but about repurposing staff to roles that require more cognitive engagement. This change has not only improved job satisfaction among staff but has also enhanced the overall student experience by providing timely and effective support.
Enhance, not replace the human touch
The story of TSC illustrates a broader shift in education that can be applied to other industries, where technology and human experience intersect to create more meaningful interactions. By leveraging AI-driven solutions, TSC not only addressed its immediate challenges but also redefined what it means to support students in an increasingly digital world. This transformation is a testament to the potential of AI to enhance, not replace, the human touch in customer experience.
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