Automated Student Support Workflow with AI Integration

Automated Student Support Ticketing Workflow

1. Ticket Submission

1.1 Student Initiates Ticket

Students submit support tickets through an online portal or chatbot interface powered by AI tools such as Zendesk or Freshdesk.

1.2 AI-Driven Chatbot Interaction

An AI chatbot, such as IBM Watson Assistant, engages with students to gather initial information and categorize the issue based on predefined criteria.

2. Ticket Classification

2.1 Automated Categorization

The AI system analyzes the submitted ticket’s content using Natural Language Processing (NLP) to classify it into appropriate categories (e.g., technical support, academic advising).

2.2 Prioritization of Tickets

Based on the urgency and nature of the issue, the AI assigns priority levels to the tickets, ensuring that critical issues are addressed promptly.

3. Ticket Assignment

3.1 Automated Routing

The system routes tickets to the relevant support staff or department using AI algorithms, ensuring that the right personnel handle each ticket.

3.2 Notification to Support Staff

Support staff receive automated notifications via tools like Slack or Microsoft Teams, informing them of new tickets assigned to them.

4. Ticket Resolution

4.1 AI-Enhanced Knowledge Base

Support staff utilize an AI-enhanced knowledge base, such as ServiceNow or Confluence, which suggests potential solutions based on similar past tickets.

4.2 Human Intervention

If the issue is complex, support staff can escalate the ticket for further investigation or collaboration with other departments.

5. Ticket Closure

5.1 Resolution Confirmation

Once resolved, support staff mark the ticket as closed and send a confirmation message to the student through the ticketing system.

5.2 Feedback Collection

Students are prompted to provide feedback on their support experience via an automated survey using tools like SurveyMonkey, helping improve future interactions.

6. Reporting and Analysis

6.1 Data Analytics

AI tools analyze ticket data to identify trends, common issues, and areas for improvement, generating reports that inform strategic decisions.

6.2 Continuous Improvement

Based on the analysis, the educational institution can refine processes, update knowledge bases, and train staff to enhance overall student support.