Education

A knowledge assistant for a training provider's support team

Answering learner questions from course policies, with citations and a clean hand-over to staff.

Client: Sample client: training providerSample
Sector: Education
Services: AI Agents & Chatbots Document Processing & Intelligent Search (RAG)

Support assistant Online

Can I defer my course start date?

Yes. You can defer once, up to 6 months, by request before your start date.

Source: Deferral policy, s.2Source: Learner handbook

Requests involving fees are passed to a person with the conversation history.

The challenge

The support inbox received hundreds of similar questions about enrolment, fees and certificates each week, and answers varied by staff member.

Our approach

Collected and cleaned policy documents and past answers
Built a retrieval-based assistant that cites its sources
Defined escalation rules for payments and complaints
Measured answer quality weekly against a test set

The outcome

Consistent answers grounded in current policy
Staff handle exceptions instead of repeat questions
Clear reporting on the questions learners ask most

Facing a similar challenge?

Tell us what you are trying to achieve. We will reply within one business day with questions, a suggested next step and an honest view of whether we are the right fit.

Start a project info@coxcel.com