IT and Support

Leadership

Handle the routine queries automatically and reduce support costs

AI Campus Support resolves the routine, high-volume inquiries that fill support queues: deadlines, policies, procedures, access issues, and process guidance. When those are handled at the point of need, your team has the time and capacity for the cases that actually require their expertise.

See it in action

Why
it
matters

Repetitive queries are resolved without reaching the queue

The majority of support tickets are about information that already exists somewhere: a deadline, a policy, a process. When students can get that information at any hour from the channel they are already in, those tickets do not get created in the first place. Staff time goes to the cases that require human judgment.

Time saving

Support capacity scales without scaling headcount

Seasonal peaks in support demand, such as enrolment, induction, and exam periods, no longer require temporary staff or overtime. The assistant handles volume at scale, and the improvements dashboard shows where knowledge gaps are driving unnecessary escalations, so the knowledge base can be improved continuously.

Scaling operations

Questions get answered at the moment they arise

A student who cannot find the answer to a deadline question at 11pm does not get stuck. The assistant provides the same quality of response at any hour, in any channel where it is deployed, without requiring a student to wait for office hours or navigate a ticketing system to ask a straightforward question.

Student experience improvement

How to reduce support costs with AI

Connect your knowledge sources across all student-facing content

Upload your institution's policies, procedures, FAQs, and process guides as knowledge sources. Connect your LMS, student portal, and any other platforms where relevant information lives. The assistant reads from all connected sources and returns answers that reflect your current, approved content.

Configure shortcut buttons for the highest-volume query categories

Identify the query types that account for the most tickets: deadlines, enrolment steps, accommodation, financial aid, IT access. Set up shortcut buttons that take students directly to the relevant flow or FAQ. Reducing the number of steps to an answer reduces the number of queries that escalate to a human.

Set up help desk routing with conversation context

For queries that require human action, configure escalation rules that route to the correct team with full context already attached: a conversation summary, the student's metadata, and the specific issue. Staff receive structured, complete information rather than an empty ticket requiring follow-up to understand the problem.

Use the improvements dashboard to close knowledge gaps

Track which queries the assistant cannot resolve and which topics generate the most escalations. These are the points where your knowledge base is incomplete or out of date. Closing those gaps reduces escalation rates and improves the accuracy of responses across the board.

How it works

AI Campus Support reads your institution's approved knowledge base and answers student questions across every channel where it is deployed: LMS, student portal, website, and Microsoft Teams. Students get a direct answer to the question they have, sourced from your current content, without creating a support ticket.

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For queries that require a human, the assistant escalates with full context. The receiving team gets a structured ticket that includes a conversation summary, the student's relevant details, and the specific issue. No back-and-forth to understand what the student actually needs.

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The improvements dashboard gives support managers visibility into query volume, resolution rates, and the topics that consistently reach human agents. This data supports decisions about staffing, knowledge investment, and process improvement across the support function.

See it in action

Key features

Institution policies, FAQs, and process guides as knowledge sources
Shortcut buttons for highest-volume query categories
24/7 availability across LMS, portal, website, and Teams
Escalation routing with conversation summary and student metadata
Resolution rate tracking by query type and category
Improvements dashboard to identify knowledge gaps driving escalations
Role-based access so knowledge sources can be restricted by audience

What to ask

These are real prompts you can use with LearnWise AI Assistants. Copy them directly, or adjust to match your context and standards.

Answer a policy question instantly

prompt

"What is the late submission policy for my department? I submitted an assignment two hours after the deadline and I am worried about the penalty."

Returns the late submission policy for the student's department, the applicable penalty, and the process for requesting an extension if circumstances apply. No ticket required, no wait for a response.

Guide a student through a process

prompt

"I need to defer my exam due to illness. I have a doctor's note. What do I do and who do I contact?"

Returns the exam deferral process step by step, the documentation required, the deadline for submitting a request, and the contact details for the relevant team. If the student needs to speak to someone, escalates directly with a summary of the situation.

Resolve an LMS access issue

prompt

"I cannot access my online learning materials for HIST 201. It says I am not enrolled but I definitely am. What should I do?"

Returns the common causes for access errors and the steps to resolve each one. If the issue requires IT intervention, escalates to the correct team with the course code, the error message described, and the student's enrollment status.

Find a financial aid deadline before it passes

prompt

"I heard there is a bursary deadline coming up soon but I cannot find the exact date. Which bursary is it and when do I need to apply by?"

Returns the upcoming financial aid deadlines relevant to the student's type, with links to the application form and any supporting documentation required. If the student is close to a deadline, the assistant flags urgency and provides direct access to the application.

Your data stays within your institution. No external sharing.

LearnWise AI Campus Support accesses only the approved institutional resources. LearnWise AI hosts your data in your own region, and your university is the full owner. We do not use your data to train any AI model.

Ready to get started?

Book a 30-minute walkthrough. We will run a real audit on a demo course and show you exactly what your team would see.

Book a Demo

Handle the routine queries automatically and reduce support costs

Whyitmatters

How to reduce support costs with AI

How it works

What to ask

Your data stays within your institution. No external sharing.

Ready to get started?

Why
it
matters