Supporting millions of users typically means one thing: Growth equals staff increase. With a growing demand across 195 countries, this global education institution consists of:
- 11,700 institutions (12,200 organizations offer their courses)
- 31,300 educators
- 28.3 million students, since inception
The institution’s objective is to grow with an increased demand for enrollment, but without increasing support staff. This objective required an innovative solution. They deployed an AI Assistant across support pages, the Learning Management System (LMS) and live chat.
It serves students and staff in: English, Spanish, French, and Portuguese. It also features an AI avatar called “Morgan” to drive engagement.
The Results
- 214% ROI
- 45% support deflection rate
- Major reduction in support workload
What Changed
Instead of scaling support teams linearly, they:
- Scaled support digitally
- Gave users instant answers globally
- Freed agents to focus on complex cases
Today, Morgan not only supports students 24/7/365, but it provides assistance to instructors in tasks like creating courses, enrolling students, reviewing metrics in the dashboard, and more!
Key Takeway
AI doesn’t just reduce support costs, it allows organizations to scale access to support without scaling headcount.