Phone Support

Phone support remains a vital channel for handling high-priority and complex inquiries in universities, but it can also be costly and resource-intensive. LearnWise AI integrates seamlessly with your institution’s phone support system, qualifying calls, guiding users to the correct phone numbers, and automating pre-call ticket generation to minimize wait times and enhance efficiency.

1. Configurable Phone Support Availability:

• Set phone support opening hours and display phone numbers dynamically based on agent availability.
• Restrict phone numbers to specific user groups or case types, ensuring high-priority calls are handled first.

2. AI-Driven Qualification:

• LearnWise AI interacts with users to collect key information, such as query type, urgency, and relevant details.
• For high-priority cases, AI escalates to phone support, directing users to the correct department or number.

3. Automated Pre-Call Support:

• Before displaying a phone number, LearnWise AI generates a support ticket with user details and query context.
• The ticket is emailed to the assigned agent, helping them resolve the issue more efficiently during the call.

4. Streamlined Routing:

• Provide users with tailored phone numbers for specific needs, such as IT support, financial aid, or academic counseling.
• Reduce hold times and misdirected calls by routing users directly to the appropriate team.

5. Promoting Self-Service:

• For routine or low-priority issues, AI encourages users to explore self-service options or follow digital resolutions before escalating to phone support.

By pre-qualifying queries and routing them correctly, LearnWise AI minimizes hold times and ensures agents are prepared before taking the call.

Adapt phone support accessibility based on institutional needs, user roles, and opening hours, ensuring resources are used effectively.

Encouraging self-service for routine inquiries reduces the burden on phone support, optimizing operational costs.