Multi-Channel AI Support at NPTC Group of Colleges
Delivering Bilingual, Omni-Channel Support with LearnWise AI
NPTC Group of Colleges is one of Wales’ largest further education institutions, serving a wide geographic region through multiple campuses and strong partnerships with universities, industry, and government. Recognizing the growing need for accessible and scalable student and staff support, the College partnered with LearnWise AI to implement a multilingual chatbot, Enfys, integrated across key digital touch points.
The Challenge: Centralizing Support Across Campuses and Audiences
Like many further education institutions, NPTC Group of Colleges operates within a complex digital environment and supports a diverse learner base. With limited internal capacity and no in-house chatbot development experience, the team needed a solution that could:
- Provide instant, consistent support to students, prospective applicants, and staff
- Work seamlessly across multiple platforms (website, SharePoint, Moodle)
- Deliver bilingual assistance in both English and Welsh
- Reduce repetitive workload for departments like marketing and HR
The Implementation Journey: From Website to Moodle in Weeks
NPTC deployed LearnWise’s AI assistant—branded as Enfys (Welsh for “rainbow”)—first on their website, followed quickly by SharePoint and a pilot integration in Moodle. The rollout was remarkably fast, with the first assistant live within two weeks. Since then, Enfys has handled thousands of student and staff interactions, delivering 24/7 support with high accuracy and valuable analytics.
Key features included:
- Bilingual interface: Enfys provided parallel English/Welsh responses
- Shortcut prompts: Preloaded options to streamline questions about applications, open evenings, and student support
- Policy retrieval: Staff could access HR policies and procedures instantly via the SharePoint assistant
- Course navigation: Moodle integration gave students access to on-demand academic guidance and revision support
Performance Snapshot
- High AI resolution rates for both student and staff queries
- Use peaks during term starts, open days, and application season
- Top topics: Student support, applications, apprenticeships, open evenings
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We placed the chatbot on Moodle to help students navigate their course content and access 24/7 support. It’s helped increase engagement and personalise the learning experience... we’re also gaining valuable insights into areas where additional teaching focus may be needed.
Results & Impact
The impact was felt quickly:
- Marketing workload reduction: Enfys absorbed routine website and social media queries, freeing up staff time
- Staff empowerment: HR and administrative staff used Enfys to access policies without needing manual assistance
- Learning insights: Moodle chatbot data revealed recurring areas of student confusion, helping tutors identify teaching gaps
- Data-informed content updates: Trend analysis helped refine website and support content based on real learner questions
Looking Ahead
NPTC plans to scale Enfys further into student support services, library integration, staff development, and personalized dashboards. By embedding ethical, inclusive AI into the heart of their digital strategy, the College continues to lead in providing equitable, data-informed support across the student journey.
This case study was adapted from insights shared during the Jisc x LearnWise AI webinar on transforming student support with AI.
You can watch the full replay here.
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