Answers for students & families
Colleges and K–12 schools field the same questions every term-aid deadlines, registration, housing, and programs. We train agents on your handbooks and official sites so staff focus on students who need a human.
- Admissions
- Financial aid
- Registrar
- Campus services
Peak season. Same questions. Limited staff.
Enrollment, aid, and add/drop windows spike phone and email volume-often with answers that already exist in PDFs and department pages.
Front-office overload
Counselors and registrars repeat policy answers while urgent cases wait in queue.
Scattered policies
Handbooks, microsites, and portal help text drift out of sync; staff hunt for the current version.
After-hours gaps
Prospective students and parents research at night but cannot get reliable answers until the next business day.
Wrong-department routing
General inboxes receive aid, housing, and transcript questions that should land with the right office.
One assistant. Many offices. One source of truth.
Train on public-facing docs first-admissions pages, aid FAQs, registrar calendars-then expand to internal SOPs for staff-only portals when you are ready.
Prospective
Admissions & programs
Requirements, deadlines, and program fit from your catalog and apply pages—with links to the source paragraph.
Enrolled
Aid, registrar & services
Deadlines, forms, and campus services answered consistently during add/drop and renewal periods.
Staff
Internal knowledge
Optional employee-facing mode on handbooks and procedures-same retrieval stack, stricter access controls.
Deflect the FAQ. Escalate the student.
Resolved by AI
Self-serve
- Published deadlines and requirements
- How-to steps from official guides
- Campus hours and service locations
- Links to the right form or portal page
Goes to staff
Escalate
- Individual aid packages and appeals
- Accommodations and sensitive cases
- Exceptions to published policy
- Anything requiring identity verification
Students get clarity. Offices get breathing room.
Students & families
Answers when they are looking
Evenings and weekends included-grounded in your docs, not generic web guesses.
Institution
Consistent messaging
One retrieval layer over handbooks and sites reduces contradictory replies across channels.
Staff
Time for complex cases
Less repeating policy; more time for aid appeals, accommodations, and in-person support.
Connects to the content you already publish
- Website & microsites
- PDF handbooks
- Portal help
- Email handoff
Launch with one high-volume topic.
Admissions or financial aid is usually enough for a first release-expand to registrar and housing once answers and escalation paths are trusted.
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Index official public docs
Start with pages and PDFs you already show on the website-not a rewrite project.
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Define escalation by office
Route aid vs. registrar vs. housing with clear handoff emails or forms.
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Review transcripts each term
Update sources when policies change; fix misses in the doc, not in duplicate FAQ lists.