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EdTech: Automating Support with an NLP‑Powered Chatbot

Client: Online Education • Objective: Deflect tickets, cut response time, and scale 24/7 support with AI
AI chatbot and helpdesk automation
0%
Ticket Deflection
0%
FRT Reduction
0%
CSAT Uplift
0/7
Availability

Project Overview

An online learning platform faced a surge of repetitive queries about enrollment, payments, and certificates. We implemented an NLP chatbot to resolve common questions instantly, route complex ones to agents, and learn from feedback.

Challenges

  • High volume of repeat questions overwhelmed a small team
  • Slow first response for simple, high-frequency queries
  • Scattered knowledge base with inconsistent answers

Neuradigi Solution

We delivered a conversational system covering FAQs, policy questions, and account support with human handover for complex issues.

1
NLU & KB: Intent classification, entity extraction; sync with KB, FAQs, and ticket history.
2
Orchestration: Dialogflow/Rasa + webhook; fallback flows; secure data access.
3
Handover & QA: Live agent escalation with context; analytics and continuous training.

Business Outcomes

  • Ticket deflection improved by 40% on common intents
  • First response time reduced by 60% for FAQs
  • Customer satisfaction increased by 15%

Approach & Architecture

  • Data Layer: KB/FAQ ingestion, ticket logs, and policy docs with versioning.
  • NLU Models: Intent classification, entity extraction, confidence calibration.
  • Routing: Dialogflow/Rasa orchestration, webhooks, fallback+handover flows.
  • Analytics: Intent coverage, deflection rate, CSAT insights; continuous training.
High-level architecture for NLP chatbot and helpdesk

The chatbot handles the majority of repetitive questions instantly. Our agents now focus on high‑value cases and student satisfaction is up. Huge impact.

Head of Student Success, EdTech Platform
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