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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