Challenge:

As Premier TEFL started to gain a huge amount of traction with over 7000 enrolled student from 54+ affiliated schools and a university mandated coursework through their Learning Platform. Managing and resolving the queries from large number of learners has become a challenge as most of the troubleshooting despite being a low value query with simple resolution requires a relatively lengthy process before being attended and closed.

To combat this, We have laid out an entire new workflow into the same core infrastructure into the business to help combat

1. Scaling Issues The growing number of learners in the Moodle platform.

2. Troubleshooting Learners experience various challenges navigating through the learner's platform.

3. Query Targeting Segregating between the low value query that does not need human interventions and other complex queries.

4. Ease of Access An always available support that minimize extended resolution time due to human unavailability

5. Mismanagement of Past Queries: Implementing an automated archive of all interactions, allowing course advisors to review historical data, gauge Luna’s performance, and adjust responses for better accuracy and relevancy.

An all round support using as AI powered chatbot, Luna, that caters users needs to provide solution without the need of a human representative that is:

Platform in a chatbox Be it sending an email to the support team, reaching out to a live representative, resolving issues or requesting a chatbot - Luna is a whole of website stored in a chatbot like Genie in a lamp!

Context Aware Luna is Premier TEFL's certified Academic Advisor! With all the course related information, marking timelines and the minute details of every nook and corner of the platform, Luna is able to support user the wherever they need an assistance!

Non Stop support Even during the times of unavailability, Luna seeks to proactively help customers irrespective of the business hours.

User first approach: The user has the control to always forward the chat or reach through email with one of the representatives so they can elevate even their most complex queries resolved through Luna.

Historical Query Analysis:

By preserving all chat transcripts, Luna enables course advisors to review interactions, monitor performance trends, and identify areas where responses may need adjustment. This continuous feedback loop ensures that the chatbot's answers remain accurate, up-to-date, and aligned with learner needs.

After a careful audit and discussions with the team, a roadmap of developmental work for each stage was defined comprising of:

The data is compiled in a way to make sure information can be timely update as per the changes and offers in the website.

Chatbot is aware of the sources of information and can always offer user with the the details page for further rereading and support

Bringing up a form withing chatbot when user wants to receive a callback

Any request that concerns with request of resolution through a live agent is immediately understood and transferred seamlessly with existing chat history for context

In the event where a hands off to a representative is not possible, in-chat email based query transfer is invoked where details like user's name, contact info and query is sent to an agent immediately.

Faster Query Resolution:

The average response time for routine queries dropped by 45% within the first quarter after Luna's implementation. This rapid support has been especially beneficial during peak times, such as exam periods and assignment deadlines.

Increased Student Engagement:

Engagement metrics show a 30% boost in student interactions with the Learning Platform. Learners have found Luna's proactive tips and contextual guidance invaluable, leading to enhanced confidence in navigating course materials.

Reduced Support Workload:

Luna now handles approximately 70% of routine queries, freeing up the support team to focus on more complex issues. This shift has resulted in a 60% reduction in unresolved support tickets and improved overall efficiency.

1. Critical Deadline Assistance: A student facing a last-minute query on exam procedures received an immediate, accurate response from Luna. This timely support ensured that the student met the deadline without stress.

2. Seamless Escalation to Human Support: During a system update, several learners experienced unexpected technical issues. Luna quickly identified the need for human intervention and transferred the conversation—with full context—to a live agent, minimizing downtime and confusion.

3. 24/7 Global Support: With learners spanning multiple time zones, Luna's always-on availability has ensured that even during off-hours, students receive the help they need. This consistent support has improved learner satisfaction and platform trust.

Cost Efficiency & Scalability: By automating routine queries, Premier TEFL has observed a 40% reduction in operational support costs, paving the way for scalable, long-term support as the platform continues to grow.