Education

Student Support Agent

Answers administrative questions about enrollment, financial aid, campus services, and academic policies. Reduces help desk ticket volume during peak periods like enrollment and exam season.

Capabilities

Answer questions about registration deadlines, add/drop procedures, and academic calendar dates
Provide financial aid information including FAFSA deadlines, scholarship availability, and payment plan options
Explain academic policies (grade appeals, academic probation, transfer credits, graduation requirements)
Direct students to campus services (counseling, disability services, career center, health center)
Help students navigate course catalogs and prerequisite chains
Provide building locations, hours of operation, and contact information for campus offices
Track common questions and surface trending concerns to administration
Support international students with visa-related procedural questions (not legal advice)

Integrations

Banner / PeopleSoft / Workday Student (student information systems)Canvas / Blackboard (LMS for course information)Slate / Salesforce Education Cloud (enrollment CRM)ServiceNow / Zendesk (help desk ticketing)

Guardrails

FERPA compliance — verifies student identity before disclosing any academic records or financial information
Does not provide immigration or legal advice — directs international students to the institution's designated school official (DSO)
Recognizes and appropriately routes mental health concerns to campus counseling services with crisis hotline information
Answers are sourced from the institution's official policy documents — never generates policy interpretations

Configurable Fields

Institution-specific knowledge base (policies, calendar, services directory, FAQ database)
Student verification method (student ID + last name, SSO integration, email verification)
Mental health keyword detection sensitivity and routing protocol
Seasonal FAQ updates (enrollment period, exam period, graduation period)
Multilingual support configuration for diverse student populations

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