Adtalem runs a global network of higher education institutions servicing 875,000 students. Known for it continuing push to improve education through innovation, Adtalem wanted to design a virtual assistant that could improve the student experience by allowing students to immediately and easy access to their grades, financial status and other critical details. In the first 6 months of its implementation the virtual assistant has answered 1M student queries with a success rate of 98%.
At a glance
1M+
Questions answered in first 6 months
75k
Active users across Adtalem universities
98%
Accuracy rate for handling student queries
Adtalem Global Education
The Adtalem global network of universities is redefining the future of higher education through technology-led innovation, offering a robust global network of learning opportunities and industry connections to prepare students to thrive as global leaders. The network comprises over 25 higher education institutions and more than 875,000 students.
Business challenge
Adtalem’s network of international universities has been rapidly expanding. The university wanted to provide a better student experience and reduce the time students spent searching for information. Everything ranging from registering for courses, applying for financial aid, to finding university resources, could all be done securely through automated self-service on mobile devices. Introducing a virtual assistant that students could utilize on the go would provide them with easy and immediate access to information at any time of day.
Transformation
Adtalem was always a technologically savvy university, but introducing a virtual assistant required a higher level of involvement and adoption of new practices. Laureate started by setting up a “Center Of Excellence” in offices across the United States, Mexico, and Latin America. The ultimate goal was to take a virtual assistant live at ten universities across North, Central and South America. Working with Avaamo, the team held meetings twice a week to review concerns and challenges on issues including language translation, integrations, and data.
Results
Within its first six months of deployment, the Avaamo virtual student assistant successfully answered more than 1 million student queries. Over 75,000 enrolled students actively use the virtual assistant to request official transcripts, get answers to questions regarding financial aid eligibility, and more. The university is now looking to roll out additional student services assistants across additional universities.
