EduTech Academy
How EduTech Academy achieved 80% auto-resolution using Syntri Support
The Challenge
EduTech Academy, an online learning platform with 50,000 students, was overwhelmed by support requests. Their 8-person support team handled 2,000+ tickets weekly, with average response times exceeding 48 hours. Student satisfaction scores had dropped to 3.2/5, and enrollment was declining due to poor support experiences.
The Solution
EduTech deployed Syntri Support's AI-powered helpdesk to handle tier-1 support automatically. The AI was trained on their knowledge base and past ticket resolutions to answer common questions about courses, billing, and technical issues. Complex issues were intelligently routed to the appropriate human agent with full context.
Implementation
Setup took just 1 week. The AI was trained on 3 years of historical support data and their existing help center articles. The chatbot was deployed on their website and mobile app. Human agents were trained on the new escalation workflows and AI supervision tools.
“Syntri Support was a game-changer for our student experience. Our satisfaction scores went from concerning to exceptional in just two months. The AI handles routine questions instantly, and our human team can focus on students who really need personalized help.”
Product Used
Company Details
- Industry
- Education
- Company Size
- SMB
- Published
- July 2024