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SUPPORT TO ADVISORS WITH THE USE OF GENERATIVE AI

THE PROBLEM

The high volume of emails to advisors at an educational institution delays responses and impacts the student experience.

This leading distance learning institution in the United Kingdom has numerous advisors who guide students in the development of their academic careers. These advisors have a high number of students assigned to them and spend a significant amount of time answering emails from students and prospective students.

These queries may vary, requiring a quick response or a detailed search for information, resulting in a considerable workload, a possible delay in response and potentially poor student experience.

THE SOLUTION

Innova-tsn has developed an innovative solution to automatically answer students’ and prospective students’ emails, using an advanced Generative Artificial Intelligence model.

Initial tests were conducted with a small number of advisors where the generation of answers to emails was automated. This had as a result an improvement in efficiency and a reduction in response time.

Following successful testing, an infrastructure was developed to host the model and refined to improve the quality of responses.

Advisors have access to a web application where they can review the emails sent by students, the answers generated by the model and the links where the information is obtained from. This interface allows advisors to validate, modify or directly send the answers generated by the model, ensuring that they are accurate and useful.

THE FIGURES