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Inbound: the customer calls

Current students sent to the right office

"I've been transferred three times." Not any more. A current student gets the answer the college publishes, or goes straight to the one office that can help, with the question already written down.

When it starts

A current student calls the main line.

What the agent does

Answers published dates and steps, routes the rest to the right office.

What your team gets

Fewer transferred calls, and each office gets the question in writing.

How it works

  1. Confirms who's calling

    Student number and name, and the program they're in.

  2. Finds the question

    Dropping a course, a timetable, a transcript request, a fee balance, a parking pass, a locker.

  3. Answers the published facts

    Drop and withdrawal deadlines, the refund schedule, how to order a transcript, office hours.

  4. Reads their account

    A fee balance or a registration status, read from their own account, after confirming it's them.

  5. Routes the rest

    Registrar, financial aid, accessibility services, the international office. One transfer, with the summary first.

  6. Points to help

    A student in distress is given the counselling line right away, and the agent says it kindly.

Example call

  1. CustomerHi, I need to drop a course but I don't know if I'll get my money back.
  2. AI agentI can help with that. Can I have your student number?
  3. Customer200418763.
  4. AI agentThanks, Jordan. You're in Business Accounting. Which course is it?
  5. CustomerStatistics, the 9 a.m. one.
  6. AI agentThe drop deadline with a full refund was last Friday. Dropping now is a withdrawal with no refund, and it shows as a W. It might affect your OSAP, so I'd suggest a quick call with financial aid first. Want me to put you through?
  7. CustomerYes, please.

After the call: Jordan is put through to financial aid with a summary: Business Accounting, wants to withdraw from Statistics after the refund deadline, worried about OSAP.

What your team gets

  • Published dates and steps answered without a transfer
  • One transfer, with the question summarized, when a person is needed
  • Fee balances and registration status read from the student's account
  • Students in distress given the counselling line right away
  • A weekly list of the questions students ask most
Set up with you: The team sets up a connection to your student information system for accounts and registration, loads your academic dates and refund schedule, and maps each kind of question to the office that takes it.

Questions

Can it drop a course for a student?

It explains how and when. The student drops it in the student portal, or the registrar does it if your process needs that.

How does it confirm the student?

By student number and name, plus another detail you choose, before reading anything from their account.

What about mental health calls?

It gives the counselling line and campus emergency numbers right away, and tells anyone in danger to call 911.

Hear it on your phone

Request a demo call and the agent phones you, set up for colleges and career schools like yours.

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