AI Chatbot for EdTech Platform
Transforming Student Support: How an AI Chatbot Reduced Ticket Load by 65 Percent
Client Overview
An emerging EdTech startup was gaining traction with its online certification and upskilling courses, serving a wide audience of working professionals and college students. With more than 5000 learners active on the platform each day, the company relied on a Moodle-based Learning Management System (LMS) to deliver video content, assignments, and mentorship.
The Challenge
As the platform’s user base expanded rapidly, student queries became difficult to manage. Learners frequently submitted requests related to account issues, course access problems, technical glitches, and general inquiries about deadlines and certification.
A small support team of three members was handling an average of 143 tickets per day. Most queries came during weekends and course launch cycles, creating major bottlenecks in service delivery.
Some of the pain points included:
- Delayed responses, with an average wait time of 16 minutes per ticket
- Repetitive questions that consumed significant time and energy
- Declining student satisfaction due to inconsistent support
- No real-time support during off-hours
The company needed a scalable, intelligent support system that could work around the clock, deliver consistent answers, and reduce the load on human agents.
Our Approach
Edpilot Studio designed an AI-powered support chatbot using a Large Language Model (LLM) to automate the first line of student interaction. This approach was aimed at resolving the most frequent support issues instantly and seamlessly escalating complex queries to human agents.
Step 1: Data Mapping and Training
Our team reviewed and analyzed six months of historical support tickets. We extracted over 200 common questions and grouped them into intents and categories. This data was used to train the LLM to recognize student needs with high accuracy.
Step 2: System Integration
The chatbot was integrated into the existing tech stack, including:
- Zendesk for ticket management
- Moodle LMS for real-time student data
- Single sign-on (SSO) for secure and contextual access
Step 3: Multilingual Support
We configured the bot to support three languages: English, Malay, and Indonesian. This was crucial to serve the platform’s diverse student base across Southeast Asia. Custom language fallback rules ensured that if the bot did not understand a query, it could redirect the user politely to a human agent.
Step 4: Smart Escalation and Feedback Loop
A sentiment detection feature was added to identify frustrated users. If the bot detected dissatisfaction or repeated queries, it would escalate the conversation to a live agent. We also built a feedback loop to collect chat ratings and continuously retrain the bot based on unresolved interactions.
The Solution Delivered
- A custom-built AI chatbot powered by GPT-4
- Integration with Zendesk and Moodle for contextual responses
- Natural Language Processing (NLP) for intent recognition and fallback handling
- Multilingual capabilities to improve accessibility
- Admin dashboard to track performance, top queries, and resolution metrics
Results
Within six weeks of deployment, the chatbot significantly improved the company’s support operations:
- Support ticket volume dropped by 65 percent
- 92 percent of chatbot interactions received positive feedback from students
- Average query resolution time decreased from 16 minutes to under 3 minutes
- 80 percent of incoming requests were resolved without human involvement
- The support team was able to focus on high-priority or sensitive cases
Conclusion
The deployment of a custom LLM-based chatbot empowered the EdTech platform to deliver consistent, real-time, and multilingual support to thousands of learners. It helped reduce operational load, improved student satisfaction, and introduced scalability into a previously stretched support function.
This project demonstrates the real-world impact of integrating conversational AI into EdTech workflows. By automating repetitive support tasks, the company increased efficiency and enhanced the learning experience without compromising on quality.
Industry:
Education Technology
Users Impacted:
5,000+ daily learners
Challenge:
143+ support tickets daily, long wait times
Solution:
LLM-powered multilingual chatbot with Moodle & Zendesk integration
Results:
65% fewer tickets, 3x faster resolutions, 92% satisfaction
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Edpilot Studio Pvt. Ltd.
Street No. 82, Newtown, Kolkata 700165, IN