Saxion University embraces AI to streamline LMS transition and support

Background

Saxion University of Applied Sciences, a leading institution in the Netherlands with approximately 27,000 students, faced a significant challenge in 2023. The university was preparing to migrate from Blackboard to D2L Brightspace as their new Learning Management System (LMS) in September 2024. This huge, complex change, while promising improved educational experiences, also brought concerns about increased support demands from both students and faculty adjusting to the new platform.

The Challenge

Ruud Koopmans, LMS Administrator at Saxion, expressed his concerns: "With such a major transition, we anticipated a surge in support requests. We needed a solution that could not only handle this increase but also provide seamless, 24/7 assistance to our entire university community."

The Solution

Saxion University turned to LearnWise AI for an innovative solution. Being an AI solution already integrated with Brightspace, the implementation process was seamless in this case, making it easy to get started with an AI tool in a digital education environment.

LearnWise offered an AI-powered campus assistant that could be customized to Saxion's specific needs: as the institution migrated from Blackboard to Brightspace, LearnWise was placed inside Brightspace and enabled “AI Suggested Questions”, a feature that helps students learn how to use the tool by suggesting context-specific, frequently asked questions to get them started.  For example: questions related to assignments on the assignments page, specific prompts for relevant deadlines, etc.

Key Features Implemented:

1. Customized AI Assistant: Saxion renamed the default 'Aiden' to 'Bright', aligning with their new Brightspace LMS, customizing the icon and brand colors accordingly.
2. Comprehensive Knowledge Base: LearnWise AI integrated Saxion's existing ScreenSteps documentation with D2L Brightspace's support materials, creating a robust knowledge base.
3. Multi-Platform Presence: 'Bright' was implemented across various platforms, including D2L Brightspace.
4. Seamless Ticketing Integration: LearnWise's integration with TopDesk, Saxion's ticketing system, allows for the smooth escalation of complex queries.
5. Future-Ready Features: Plans to incorporate YouTube video playlists for additional guidance were set in motion.

The Results in Numbers

• Reduced Support Load: Once implemented, LearnWise reached an AI Resolution Rate of 96.7%, significantly reducing the burden on human support staff. To date, over 1,800 unique users have interacted with LearnWise, while providing over 3,400 answers. 
• 24/7 Availability: Students and faculty now have round-the-clock access to support, enhancing the overall user experience. Out of 2,391 conversations, only 78 were escalated to human support staff.
• Streamlined Transition: The AI assistant played a crucial role in easing the transition from Blackboard to Brightspace.

Looking Ahead

Ruud Koopmans shared his optimism: "LearnWise AI's solution isn't just about managing our immediate transition. It's setting us up for long-term success in providing efficient, intelligent support to our entire university community."

Saxion University's partnership with LearnWise AI demonstrates how innovative EdTech solutions can address complex challenges in higher education. As universities worldwide grapple with digital transitions and increasing support demands, Saxion's approach serves as a compelling model for leveraging AI to enhance educational experiences and operational efficiency.